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Who we are:

\n\n

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role

The Senior Manager, Operations Escalations leads SoFi’s Escalations Team, managing a team of Associate Managers and overseeing a high-performing organization responsible for resolving complex, high-impact member concerns across all products and services. This role is accountable for both immediate resolution and long-term prevention— supporting root-cause analysis, influencing policy and process improvements, and ensuring SoFi continually elevates the member experience.

The Senior Manager owns a wide range of operational processes that intersect with regulatory requirements, operational risk management, and member advocacy. This includes ensuring operational readiness for new regulations, driving adherence to internal quality standards, and proactively identifying trends to prevent recurrence. Additionally, the Escalations Team supports Social Media, Remediation, and Bonus and Rewards initiatives.

This role is highly visible, with direct influence on SoFi’s operational strategy and culture. It requires building strong partnerships with leaders across Product, Operations, Engineering, Member Services, and other cross-functional teams, ensuring alignment on initiatives that reduce friction, protect SoFi’s brand, and deliver exceptional service. The Senior Manager also champions employee development and engagement—creating an environment where leaders are empowered, teams are supported, and performance is consistently high.

What you’ll do:

Oversee all communications related to escalated member contacts, social media, app store reviews, and other high-visibility channels, ensuring consistent quality and alignment with SoFi’s voice and standards.
Ensure the Escalations Team delivers exceptional support across all SoFi products and member service lines, providing accurate resolutions and reinforcing member trust.
Leverage member feedback from multiple channels to identify opportunities for improving the member experience, operational efficiency, and employee engagement; partner with responsible stakeholders to implement meaningful changes.
Perform ongoing analysis of escalation trends to uncover root causes, emerging risks, and improvement opportunities.
Collaborate with cross-functional stakeholders to enhance and simplify escalation processes, policies, and tools for greater efficiency and consistency.
Provide support and execute against Complaint Management expectations
Lead both large-scale, strategic projects and smaller process improvement efforts that strengthen SoFi’s operational capabilities.
Stay fluent in all tasks and workflows performed by the team to ensure alignment between day-to-day execution and strategic priorities.
Monitor adherence to procedures, enforce quality standards, and ensure members receive world-class customer service in every interaction.
Design and implement process improvements that reduce errors, streamline workflows, and enhance compliance.
Work closely with leadership peers to share insights, align on initiatives, and resolve cross-departmental challenges.
Hire, coach, and mentor Escalations Associate Managers, fostering a high-performance culture rooted in accountability, trust, and growth.

What you’ll need:

Minimum Bachelors or Associate Degree in Business Management or a related field or equivalent experience
5+ years of management experience
8+ years general member service experience
Call center, escalations or complaint center management experience required
Proven track record of successful hiring, training, motivating, monitoring and coaching teams of member service and escalations employees
Experience working within a multiple-product, financial services environment (i.e. lending, deposits, credit cards, etc)
Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively
Strong relationship building and management skills
Ability to work within all levels of an organization to influence change and prioritization of critical work
Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively
Ability to work within all levels

Compensation and Benefits\nThe base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location. \n \nTo view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!\n

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Program & Project Management

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

We are seeking a highly motivated and experienced Manager, Escalations to lead our dynamic team of escalation specialists. This role is critical in ensuring customer satisfaction and maintaining strong client relationships by efficiently and effectively resolving critical issues. The ideal candidate will be a strategic leader with a passion for problem-solving, team development, and leveraging innovative solutions.

Responsibilities

Lead a team of experienced escalation specialists to accomplish team objectives.
Engage with team members to document professional goals and provide career mentoring.
Establish collaborative relationships with leaders in organizations that include Account Success, Support, Renewals, Sales, and CIC.
Engage with customers and account teams to solve problems quickly and thoroughly.
Develop innovative projects to further our team's value both externally and internally.
Drive team initiatives that support quality, consistency, and growth.
Incorporate AI / automation wherever possible to facilitate workforce scalability.
Ensure your team manages escalations with effective mitigation, communication, and empathy.
Update stakeholders and senior leadership on escalations, issue trends, proactive risk identification, and other topics related to their businesses.
Manage individual performance to ensure all team members are maximizing value and contribution.
Develop and implement best practices for escalation management, aiming for continuous improvement in resolution times and customer satisfaction.
Analyze escalation trends to identify root causes and work cross-functionally to implement preventative measures.
Act as a point of escalation for complex or high-priority customer issues, providing guidance and support to the team.
Foster a culture of accountability, continuous learning, and customer-centricity within the team.
Prepare and present regular reports on escalation metrics, performance, and strategic initiatives to leadership.

Requirements

Experience in leadership, specifically managing customer-facing or support teams.
Interest in ongoing professional development and staying abreast of industry best practices.
Knowledge of AI and a strong desire to explore and implement automation solutions to enhance team efficiency.
Strong desire to develop talent and a proven track record of mentoring and coaching team members.
Flexibility to accommodate dynamic customer escalations, including occasional after-hours or weekend availability.
Responsiveness to urgent requests by executives, colleagues, and customers, demonstrating a calm and effective approach under pressure.
Exceptional written and verbal communication skills, with the ability to articulate complex issues clearly and concisely to diverse audiences.
Ability to operate effectively in a fast-paced, high-pressure environment while maintaining a customer-focused approach.
Proven ability to build strong relationships and influence stakeholders at all levels.
Demonstrated problem-solving skills with a methodical and analytical approach.

Education/Certs

Bachelor's degree in Business Administration, Computer Science, or a related field (required).
Master's degree in a relevant field (plus).
PMP, ITIL, or other relevant customer service/project management certifications (plus).

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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Description

We are inviting you to Join Tufin and enjoy:

A people centric culture, an open atmosphere and opportunities to career growth.
Great Mentors – company culture of knowledge sharing where you will learn from leading tech experts.
Opportunity to make a difference – whatever your passion, your inspiration is welcome.
Business stability – in 2025 Tufin celebrates 20 years of activity, Tufin has over 2,000 worldwide customers.
Being a part of the Cyber Security industry – Cyber security is hot!

As an Escalations TL at Tufin, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.

Lead a team of escalation engineers: manage, mentor, and cultivate growth.
Help your team members to Analyze, diagnose, debug and solve complex issues that customers sometimes experience while using our products.
Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers.
Create and implement any necessary diagnostic tools, patches, and fixes.
Develop a working solution based on the root cause you discover, or escalate to R&D teams.
Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue.
Identify patterns in escalated customer issues, and then design and implement solutions for our customers.
Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product.
Train Technical Support engineers to help them resolve support cases more efficiently.

Requirements

At least 2 years of proven software team leader roles.
At least 3 years of solid programming experience in Java server-side development in a Linux environment.
At least 2 years of experience in running Kubernetes in production.
Experience in Linux administration.
Excellent troubleshooting skills.
Ability to multitask, organize, and prioritize work.
Excellent verbal and written communication skills (including technical writing) in a multi-cultural working environment.
Previous experience in R&D escalations, Tier-3 or customer-facing positions.
Ability to communicate effectively, responsibly and respectfully with customers.

Nice to have knowledge and experience:

Experience with Spring and Hibernate frameworks.
Experience with REST APIs.
Experience with Golang.
Experience with monitoring distributed systems and virtualization.
ELK, Grafana, Prometheus, Loki, monitoring tools.
NGINX and NGINX ingress controller configuration.
Kubernetes networking.

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Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Aperçu de l’entreprise

Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nos technologies de communication, de sécurité vidéo et de centre de commandement essentielles soutiennent les agences de sécurité publique et les entreprises, permettant une coordination essentielle pour des communautés, des écoles, des hôpitaux et des entreprises plus sécuritaires. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Department Overview

Motorola Solutions Video Division is defining the future of the security industry through innovative end-to-end-solutions. We’re changing the landscape of the surveillance industry through advanced award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with features which include edge-based, deep learning driven object detection, and Appearance Search. Motorola Video analytics platforms allow our users to proactively monitor their premises using advanced video analytics and high resolution / high quality video.

Our Technical Escalations Engineers are the first point of contact within our engineering group for all incoming support cases and escalation. The successful candidate will be focused on critical support escalation through engaging proper resources, eliminating obstacles, replicating problem scenarios, providing hands-on troubleshooting, finding root cause, and identifying and executing necessary steps for effective case resolution.

Job Description

Responsibilities include:

Taking ownership of customer support escalations from an engineering perspective and responding effectively to peers, management and customers until full resolution has been achieved
Analyzing logs and other information related to the incoming cases
Analyzing software application behavior and system configuration details as required to diagnose reported issues
Working with all resources in the engineering department during troubleshooting and root cause analysis
Establishing and maintaining strong lines of communication between all departments and stakeholders.
Determining case priorities in order to provide the appropriate response in an organized manner
Managing expectations by support team and customers, and providing critical deliverables within agreed timelines
Providing all necessary follow through on cases and ensuring customer requirements and expectations are met
Creating internal and external reports as required (e.g. dashboards, monthly reports, daily updates on hot customer issues, etc.)
Implementing, executing and maintaining a Service Level Agreement (SLA) between groups within Avigilon

Qualifications:

2+ years of relevant development experience in the high-tech industry
2+ years of relevant experience in a technical customer support role
Solid understanding of common web and networking protocols and tools, such as Wireshark, TCP/IP, UDP, SSL, HTTP, and communication protocols in general
Strong problem solver with analytical ability to break problems down and to discover the root issue through a process of logical elimination
Experience troubleshooting applications, application logic and complex integrations
Ability to summarize and simplify and make quick decisions
Must be a strong communicator with excellent written and verbal communication skills and the ability to express thoughts effectively
Ability to prioritize workload in a multitask environment
Proven scripting skill is an asset
Proven development and C++ coding skill is an asset
Knowledge and experience with video surveillance technologies, especially Avigilon Control Center, is an asset
Knowledge and experience with audio/video protocols such as h.264 and g.711 is an asset
Knowledge and experience with databases, multi-site deployments, and active directory is an asset
Goal driven with good business acumen

This position is based in Vancouver, BC and the candidate must reside in the Greater Vancouver Area as you will be required to go into the office on a hybrid work schedule.

Target Base Salary Range: 80,000 - 100,000 CAD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-CA1

Basic Requirements

2+ years of experience in an engineering, technical support, or customer support role

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et/ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d'aménagement raisonnable afin que nous puissions vous aider.

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At Angi®, we’ve had one simple mission for 30 years: get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want.

Angi at a glance:

A new homeowner turns to Angi every second
Our network has 150,000+ skilled pros in 50+ service categories
150,000,000+ projects brought to Angi (and counting)

Why join Angi:

Angi® is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well.

For homeowners, our platform makes it easier than ever to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business.

We believe home is the most important place on earth, and so we work hard for our homeowners and our pros — making a real impact on families, communities, and livelihoods.

Angi is an amazing place to call home. We can’t wait to welcome you.

The Marketplace Escalations team is seeking a Escalations Representative to handle homeowner and service professional escalations. An Escalations Rep evaluates the risk of a customer escalation and provides appropriate solutions to resolve complaints while mitigating ongoing risk.

What You'll Do:

Utilize empathy and discernment to address consumer complaints
De-escalate complaints in line with Angi’s Operating Principles
Evaluate risk and nature of customer concern to provide an appropriate solution within company guidelines and maintain the trust & safety of our marketplace
Evaluate case documents, pictures, and proof provided in respect to process, policy and identify next steps for the customer
Provide high level customer service for both email ticketing and phone, with excellent written and verbal skills
When applicable, take steps to minimize exposure to service provider accounts
A willingness to assist with any escalations related tasks as business needs dictate

What We're Looking For:

2+ years in customer service, showcasing thorough, professional, and consistent communication
Comfort with maintaining a high volume of cases and outbound calls each day
Ability to make critical decisions autonomously
Ability to think on your feet and pivot quickly.
Ability to have tough conversations, handle objections and utilize strong problem-solving skills.
Ability to work in an environment that is unpredictable and fast paced.
Comfortable working with escalated calls using strong emotional intelligence
Growth mindset- you crave coaching and feedback and are able to implement as necessary
Track record of adhering to company policies, including account notation, call documentation, and QA.
Empathetic listener who can communicate extremely clearly & concisely both verbally and in written forms.
Strong desire to succeed and grow
Positive, professional, and high-energy attitude with a strong ability to multitask  
Strong computer skills required, particularly with internet and applications – ie. Salesforce, Google Suite.
Ability to work remote from in a private setting, with hardwire and high-speed internet connection to utilize phone headset for up to 8 hours per day

Compensation and Benefits:

\n\n\n\n\n\n\n\n\n\n\n\n$52,000 - $54,000 per year\n\n
- base pay of 25.18/hr + bonus potential based on performance of up to 5% annually
\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n \n\n\n
Company equity program
Employer paid medical coverage with a company contribution to an HSA fund
Company equity Program
Dental & vision coverage, pet discount plans
Retirement plan with company match (401K) through Charles Schwab
Generous PTO including sick, personal, vacation, volunteer time and paid holidays
Work/life balance (This role is 40 hours a week, Monday- Friday)
Technical equipment (i.e. laptop) provided
The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world

Equal Employment Opportunity

Angi Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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About this role:

Wells Fargo is seeking a Escalations Representative to join the as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

Support internal and external customers with inquiries and complaints regarding financial products and services
Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

Required Qualifications:

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

2+ years of escalated call handling
Ability to read and interpret legal documents
Knowledge and understanding of processing and handling writs and levies, summons and subpoenas as well as court blocked accounts
Ability to identify potential operational issues and legal risks
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
Experience with Wells Fargo systems such as 1LLG (One Liens, Levies, Garnishments), Hogan, 1Sum, CBATS, CIV & SDD
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Previous experience in working in a fast-paced call center environment
Ability to achieve high production and quality standards
Intermediate Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills

Job Expectations:

This position offers a hybrid work schedule
Ability to work on-site at the posted work location

Schedule:

Monday-Friday 8:30am-5:00pm PST
Schedule subject to change based on business needs

Training:

You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
Training will be for 2-4 weeks. Training hours are 1:00 p.m. – 5:00 p.m. Monday – Friday PST. You are required to attend the full duration of this paid 2-4 weeks of training.
We’re open from Monday - Friday, 8:00 am -8:00 pm. Your regular work schedule will be based on business need and may include working at least one weekend day and some holidays.

Posting End Date:

20 Aug 2025

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

","hiringOrganization":{"@type":"Organization","name":"Wells Fargo","sameAs":"https://www.wellsfargo.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"192024-AZ-North Complex, Tempe Ops Center, United States","addressCountry":"United States","addressRegion":"North America"}}}},{"@type":"ListItem","position":7,"item":{"@type":"JobPosting","title":"Escalations Specialist","datePosted":"2025-08-15","description":"Who we Are\n
\n

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

\n \n\n

Reporting to the OHS Customer Advocacy Manager, the Escalation Specialist is committed to providing superb customer service, support, and de-escalation practices to complex consumer issues. The Escalation Specialist provides forward-thinking, elevated resolution tactics, and specializes in consumer account management.

\nThis role is based in Naperville, IL office. A regular in-office hybrid model (generally T - Th in office, M & F remote) is required, as our office environment is a key driver of our company culture and employee experience.

Responsibilities include but are not limited to:\n \n

Assist management in investigating, researching and responding to escalated complaints.
Provide management with input regarding process improvement.
Receive, research, resolve and respond to escalated AWR/PHS executive level complaints and correspondence.
Provide detailed summary of situation including recommended solution.
Serve as liaison with corporate counsel regarding escalated issues.
Provide timely and accurate key customer communications (includes settlement & release, claims denial, claims overage, etc.).
Work directly with claim staff to ensure that denials and postponement requirements of insurance states are being met.
Identify root cause of complaint and areas for improvement and provide feedback to assist in the creation of performance goals and/or training programs.
Maintain regular communication with all areas and levels of the business; resolve conflicts with sensitivity and tact.

\n \n
We’re Excited If This Is You

Experience and Qualifications of the Role \n \n

3 years of customer service experience.
Industry program policies, procedures, regulations and laws.
Familiarity with standard business concepts, practices and procedures.
Strong knowledge of AWR/PHS operations, policies and procedures. In-depth knowledge of Claims processes, AWR/PHS product lines, including Terms and Conditions.
Collecting and analyzing complex data, evaluating information and formulating logical conclusions.
Ability to work independently under general supervision with considerable latitude for initiative and independent judgement.
Effective negotiator and reasoning skills.
Strong verbal and written communications are essential, including active listening skills.
Ability to establish and maintain harmonious working relationships with teammates, staff and external contacts.
Ability to meet critical timelines and provide exceptional customer service.

\n \n

Computer Skills Needed to Perform the Job  

Proficiency in Microsoft O365

\n \n\n

Education

Bachelor’s or Associate's degree preferred. High school diploma or GED (or equivalent work experience) required.

\n\n
Certificates, Licenses, Registrations\n

N/A

\n \n \n\n

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $19.23 - $30.00 USD per hour. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

\n\n
Join our SUPER Team and Enjoy Amazing Benefits!\n \n

Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
Generous Paid Time Off: Take the time you need to recharge and relax.
Education Assistance Program: Invest in your growth and development with our support.
FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

\n

Competencies
\nAction Oriented: Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.\nTime Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. \nProblem Solving: Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.
Timely Decision Making: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision. \nCustomer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. \nDrive For Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. \nListening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees. \n \n \n \nNo external recruiter or agency calls/communication will be accepted. Qualified candidates should apply online.","hiringOrganization":{"@type":"Organization","name":"Oncourse Home Solutions","sameAs":"https://www.oncoursehome.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Naperville, Illinois, United States","addressCountry":"United States","addressRegion":"North America"}}}},{"@type":"ListItem","position":8,"item":{"@type":"JobPosting","title":"Escalations Representative","datePosted":"2025-08-14","description":"

Are you looking for more? Find it here. At Wells Fargo, we believe that a meaningful career is much more than just a job. It’s about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you’re supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it! Wells Fargo ranked in the top three on the 2024 LinkedIn Top Companies List of best workplaces “to grow your career” in the U.S. Learn more about the career areas and business divisions at wellsfargojobs.com.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Learn more about the career areas and business divisions at wellsfargojobs.com.

About this role:

Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit products.

In this role, you will:

Support internal and external customers with inquiries and complaints regarding financial products and services
Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

Required Qualifications:

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

Excellent verbal, written, and interpersonal communication skills.
Intermediate Microsoft Office Suite skills
1+ years’ experience in Customer Contact Center environment supporting phone, email and/or online/digital customer inquiries.
Strong organizational, multi-tasking, and prioritizing skills
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues.
Ability to research and effectively resolve customer escalated issues.
General knowledge and understanding of consumer credit card products, policies, and procedures.
Good analytical skills with high attention to detail and accuracy
Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
Ability to interact with integrity and a high level of professionalism with all levels of team members and management.
Technical Skills: CLP, CIV, CSS, BCS, and/or Enterprise Customer Impact Platform (ECIP)

Job Expectations:

Targeted training start date is 9/22/2025.
8 weeks Paid Training
Selected candidate Must attend the full duration of training.
Training Schedule is M-F 10:00 am – 6:30 pm EST.
Hybrid telecommuting option (A/B schedule or Week on, week off) following training.
Hours of Operation M-F 7am -10pm EST
Schedule Options after Training is Completed:
TBD
Ability to work different schedules based on business need.

Job Location:

7711 Plantation Rd., Roanoke, VA

Posting End Date:

18 Aug 2025

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

","hiringOrganization":{"@type":"Organization","name":"Wells Fargo","sameAs":"https://www.wellsfargo.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"141670-VA-Roanoke Operations Center (ROC), United States","addressCountry":"United States","addressRegion":"North America"}}}},{"@type":"ListItem","position":9,"item":{"@type":"JobPosting","title":"FLEX Senior Manager, FMC Engagement and Escalations","datePosted":"2025-08-12","description":"

This is a temporary position.

This position focuses on driving Franchise Management Company (FMC) engagement by partnering with internal teams, facilitating enrollment in key programs, and supporting access to critical deployment tools involved with Digital and Technology Transformation (DTT). The role involves proactive monitoring of FMC participation, providing hands-on troubleshooting, and collaborating on escalation and response efforts to strengthen overall franchise involvement with DTT.

Minimal travel required.

CANDIDATE PROFILE

Education and Experience

Required

At least 5 years of progressively responsible work experience in the lodging industry leading operations disciplines with proven outstanding customer relations skills
Demonstrated experience across Franchising, Select Brands, Operations, Reporting & Analysis, Deployments and Project Management, with a strong ability to navigate cross-functional priorities.
Strong communicator with excellent written, verbal, and interpersonal skills; adept at tailoring messaging to diverse stakeholders and influencing without direct authority.
Proven ability to build strong relationships to leverage information and insights across key groups as well as drive results

Preferred

Ability to gain a clear understanding of an initiative and represent it to various constituencies across the organization
Skilled in analyzing performance trends and KPIs to deliver actionable insights, and effectively communicating those insights to stakeholders.
Ability to inspire confidence in senior management and to be recognized for stakeholder engagement, change management and deployment leadership

CORE WORK ACTIVITIES

Partner with BTO and OFS teams to increase Franchise Management Company (FMC) participation in immersion sessions.
Drive FMC enrollment for escalation communications and Mission Control access.
Proactively monitor deployment dashboards for trends in FMC engagement and conduct outreach at the account level.
Participate in weekly escalation calls and collaborate with the OFS team to drive response plans.
Support escalation calls to FMCs in partnership with regional primaries, as needed.
Partner with FMCs to troubleshoot access to deployment tools (e.g., Mission Control, mDASH).
Collaborate with the BTO team on cross-functional engagement and escalation efforts.
Support execution of FMC led comms plan, comms and messaging.
Share resources and strategic tactics with OFS Regional Primaries to drive deployment pre-engagement and engagement.
Proactively keep OFS Regional Primaries informed of status and escalations.
Collect and share feedback from FMCs on how to improve the deployment process.

The pay range for this position is $47.30 to $69.33 per hour.

Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually.

FLEX opportunities offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 14 days after the date of this posting, August 12, 2025.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

","hiringOrganization":{"@type":"Organization","name":"Marriott International","sameAs":"https://www.marriott.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Bethesda, MD, United States","addressCountry":"United States","addressRegion":"North America"}}}},{"@type":"ListItem","position":10,"item":{"@type":"JobPosting","title":"Performance Escalations Technician","datePosted":"2025-07-19","description":"

The Carbon Robotics LaserWeeder™ leverages advanced robotics, computer vision, AI/deep learning, and lasers to eliminate weeds with sub-millimeter accuracy—all without herbicides. This innovative solution reduces environmental impact, promotes soil health, and helps farmers address labor shortages and rising costs. Designed in Seattle and built at our cutting-edge manufacturing facility in Richland, Washington, the LaserWeeder is setting a new standard for automated weed control. With $157 million in funding from prominent investors such as BOND, NVentures (NVIDIA’s venture arm), Anthos Capital, Fuse Venture Capital, Ignition Partners, Revolution, Sozo Ventures, and Voyager Capital, Carbon Robotics is driving innovation.

As a no-nonsense team with a bias for action, we take pride in executing our ideas. Whether it’s designing transformative technology or visiting farms to ensure our products are reliable and safe, we do whatever it takes to deliver for our customers.

Working here means tackling big problems with big impact. You’ll find opportunities to grow professionally, solve complex challenges, and make meaningful contributions to a mission that matters. At Carbon Robotics, we trust our team to act independently and make practical, real-world decisions.

Join us as we innovate, execute, and build the future of farming together.

YouTube | X | Instagram | LinkedIn | News

As a Performance Escalations Technician at Carbon Robotics you'll be responsible for working to track and report on performance and escalations for the LaserWeeder product line. This will include partnering with Customers and Carbon Teams to provide field tests and identifying issues with models and performance. You'll do whatever it takes - which includes going to the farm - to ensure our customers have reliable and safe products.

Location: Remote with field travel as needed

Be responsible for performance of high-priority accounts.
Define, drive with engineering and teach remote performance monitoring.
Be responsible for defining and teaching what “good performance” looks like and steps that it takes to get there.
Define metrics that reflect “good performance” and drive with engineering and support getting them institutionalized.
Do farm trips as needed to accomplish above points.
Traveling required 40% or more

Carbon Robotics follows equitable hiring practices. Flexibility in our hiring process allows hiring of talent at levels different from what are posted. The compensation range outlined is based on a target budgeted base salary. Individual base pay depends on various factors such as relevant experience and skill, Interview assessments and responsibility of role, job duties/requirements. Offers are determined using our equitable hiring practices. Carbon Robotics offers additional compensation in the form of benefits premiums, pre-IPO stock options and On Target Earning commissions for appropriate positions. Base pay ranges are reviewed each year. We are committed to the principle of pay equity – paying employees equitably for similar work.Carbon Robotics' base salary pay range:$62,000—$80,000 USD

Why would you join Carbon Robotics?

Passion for building teams capable of solving uniquely interesting problems. Innovation while disrupting the market is what we do. Profiled in WSJ and Forbes, Carbon Robotics is poised to become the next billion dollar company in the rapidly growing worldwide Ag-Tech industry.

We offer competitive compensation and benefits to our full time US based* employees, including:

Competitive salaries
Pre-IPO Stock Options
Generous Benefits:\n
- Fully-paid medical, dental, and vision insurance premiums for you and all dependents\n
  - Choice of PPO or HDHP/HSA
  - Virtual Care - Doctor on Demand
  - Employee Assistance Program
  \n
- Mental Health HRA
- Restricted Healthcare Travel support
- Menopause Support
- Life Insurance
- Long Term Disability
- Flexible PTO
- 401(k) plan
- Pet Insurance
- Commuter Benefits
\n
Work Culture: Be a part of an inclusive and tight-knit company culture that values innovation and mission-driven success.

*Internationally based employees benefits varies & Contractors are not eligible for Carbon Robotics Benefits or Stock

Carbon Robotics is building a culture of diversity and inclusion for all. We welcome everyone’s voice and believe in open and transparent communication. We believe the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation to which we will build a truly unique environment.

We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including potential pregnancy, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability , HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

#talentacquisition #laserweeding #laserweeder #weedcontrol #agtech #agtechnology #farmtech #robotics #lasers #lasersandrobots #missiondriven #AI #startup #wearehiring #computervision #machinelearning #carbonrobotics

","hiringOrganization":{"@type":"Organization","name":"Carbon Robotics","sameAs":"https://carbonrobotics.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Seattle, WA","addressCountry":"United States","addressRegion":"North America"}}}},{"@type":"ListItem","position":11,"item":{"@type":"JobPosting","title":"Advanced Traveler Escalations","datePosted":"2025-07-16","description":"

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Advanced Traveler Escalations Associate

At VRBO, we are committed to delivering exceptional traveler experiences. We believe that our team plays a pivotal role in achieving this goal. We are seeking an experienced and dedicated Traveler Service Supervisor to lead and guide our team in maintaining service, quality, and traveler experience standards, and to ensure continuous improvement in our operations.Join our team and become part of an organization committed to making travel dreams a reality for our customers through excellence in traveler service.

Introduction to the Team

Our Corporate Functions are made up of teams that support vacation rentals, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

In this role, you will:

Resolve escalated and complex customer inquiries related to travel bookings, configurations, and service consumption
Collaborate with internal teams and stakeholders to address and escalate issues, ensuring customer satisfaction and resolution
Mediate between travelers and partners when necessary, maintaining professionalism and empathy throughout
Promote Expedia Group’s platforms, tools, and services, guiding customers to self-service solutions where appropriate
Analyse case trends and provide insights to improve processes and reduce future escalations
Communicate clearly and proactively with customers and internal teams, setting expectations and following through on commitments
Mentor and support peers by sharing best practices and offering constructive feedback
Balance multiple tasks and projects with precision, prioritizing based on urgency and impact
Contribute to the development and refinement of operational policies, procedures, and knowledge base content
Participate in customer-facing events or meetings to build relationships and promote Expedia’s offerings

Experience & Qualifications:

2+ years in customer service, preferably in a travel, hospitality, or technology environment
You have an associate's degree or a bachelor's degree or equivalent related experience
Proficient in Microsoft Office Suite; experience with CRM systems and travel industry tools is a plus
Strong written and verbal communication skills; able to explain complex issues clearly and empathetically
Demonstrated ability to resolve issues independently and think critically under pressure
Proven ability to deliver high-quality service and build lasting customer relationships
Experience working cross-functionally and mentoring peers in a collaborative environment
Comfortable navigating ambiguity and change in a dynamic, fast-paced setting

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.","hiringOrganization":{"@type":"Organization","name":"Expedia Group","sameAs":"https://www.lifeatexpediagroup.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"IND0011 - Gurgaon - Downtown - Expedia, India","addressCountry":"India","addressRegion":"Asia/Pacific"}}}},{"@type":"ListItem","position":12,"item":{"@type":"JobPosting","title":"Escalations Management Specialist","datePosted":"2025-07-18","description":"

Brief info about Vinted

Vinted Marketplace is the largest online international C2C marketplace in Europe dedicated to second-hand fashion, with millions of registered members spanning 20+ markets in Europe and North America. With a mission to make second-hand the first choice worldwide, Vinted enables people to sell and buy second-hand clothes and lifestyle items from each other, helping give those items a second or even third life.

Vinted Go launched in 2022, with a focus on developing products and solutions for more seamless shipping and delivery across Europe. Vinted Go has connected more than 40 carriers and more than 200,000 PUDO points across Europe to support the delivery of millions of parcels per year.

The Vinted Group, composed of Vinted Marketplace and Vinted Go, is headquartered in Vilnius, with workplaces in Germany, Lithuania, France, the United Kingdom, the Netherlands and over 2,000 employees. It is backed by six leading venture capital firms: Accel, Burda Principal Investments, EQT Growth, Insight Partners, Lightspeed Venture Partners, and Sprints Capital.

Information about the position

Escalations support is part of the Community Support Operations department and is responsible for developing and managing Escalation support strategy. As Escalation Support Specialist you will work within one of 3 Escalation teams to ensure effortless Vinted user experience when it comes to member support.

In this position, you’ll

Serve as the primary contact for high-priority, complex member support cases requiring special handling.
Create and document tailored solutions for escalated cases, balancing company policies, regulations and customer satisfaction.
Resolve complex member issues by collaborating with multiple different internal/external stakeholders.
Propose updates to policies, product and processes to increase efficiency or prevent future escalations.
Act as a liaison between internal and external stakeholders, including senior management, legal, and PR teams.

About you

Have experience in customer service/complaint handling
Able to assess complex issues, identify root causes, and implement creative solutions.
Have excellent written and verbal communication skills to explain solutions clearly and calmly, even in challenging situations.
Demonstrate Customer-centric Mindset: Empathy and a commitment to ensuring a positive customer experience.
Posses skills in managing difficult conversations and finding mutually agreeable solutions.
Able to effectively plan and prioritize your tasks
Fluent in English (written and spoken)

Work perks

The opportunity to benefit from our share options programme
25 working days of holiday
Newest MacBook models
Free access to an office gym
Mental and emotional health support through the Mindletic app
Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
Private health insurance
On-site canteen serving delicious homemade food at friendly prices
Frequent team-building events
A personal monthly budget for shopping on Vinted
The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
A dog-friendly office

Working at Vinted

Individual Learning Budget

We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more.

Hybrid Work

We’ve adopted a hybrid workplace model where 2 days in office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person.

Equal Opportunity

The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.

The salary range for this position is € 1,800 - € 2,433 gross per month.

","hiringOrganization":{"@type":"Organization","name":"Vinted","sameAs":"https://vinted.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Vilnius, Lithuania","addressCountry":"Lithuania","addressRegion":"Europe"}}}},{"@type":"ListItem","position":13,"item":{"@type":"JobPosting","title":"Associate Manager, Escalations","datePosted":"2025-08-07","description":"

Employee Applicant Privacy Notice

Who we are:

\n\n

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

The Role:

The Associate Manager, Escalations will manage a team of 10-12 Escalation Account Managers with responsibility for handling escalated calls. Responding to complaints received via chat, email, social media, and government regulators. The escalations team is also tasked with submitting business and process changes to ensure an optimal SoFi member experience.

What You’ll Do:

\n
Independently manage teams of 10-12 Escalation Account Managers
\n
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Master all tasks associates are required to perform.
\n
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Hire, motivate, monitor, and coach new and existing associates
\n
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Foster an environment focused on finding solutions for pain points and on creating innovative differentiators
\n
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Ensure that the team is following procedures and providing first-rate customer service
\n
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Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities.
\n
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Identify, escalate issues and propose recommended solutions regarding potential issues with processes, systems, and operations inefficiencies, to their direct manager with the goal of contributing to operational success.
\n
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Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal and pertinent regulations. Establishes, monitors, and maintains internal policies and procedures as well as business continuity plans.
\n
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Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff.
\n
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Participates in cross-functional projects designed to mitigate risk to the bank due to inefficiencies, fraud or lack of compliance. Participates in special projects as requested.
\n

What You’ll Need:

\n
Minimum Bachelors or Associate Degree or equivalent work experience
\n
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2+ years of management experience, preferably in an escalations environment
\n
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5+ years general customer service experience, escalations experience preferred
\n
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2+ years of experience in banking/credit and debit cards
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Call center or processing center management experience strongly preferred
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Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
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Leadership and management skills to include experience in employee conflict resolution, development and problem solving
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Written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers, and management
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Ability to react to change quickly and implement new processes & procedures
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Ability to work independently with little or no supervision
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Student loan originations, consumer credit, or consumer lending experience preferred
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Financial services specific customer service experience preferred
\n
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Some evenings and weekend days will be required
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Nice To Have:

Series 7, 63, & 65 or Series 7 & 66

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

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The individual will be required to facilitate the resolution of complex high priority escalations by working cross-functionally across different teams balancing multiple perspectives to help make the best decisions for our community users. This includes developing and executing strategies for new and existing escalation channels, responding to high priority issues, scaling our escalation processes and analyzing/deriving data trends and insights for broader solutioning. This individual may also be required to plan, coordinate, and oversee the execution of various projects, identify potential issues, and adapt plans accordingly to stay on track towards successful project completion. They will communicate clearly to various stakeholders and provide key updates and findings on a regular basis on any of the above. We are seeking a team-oriented strategic critical thinker who can optimize processes, conduct complex investigations, solve challenging problems and most importantly, help prevent them in future. This position is full-time.Regulatory Escalations Specialist Responsibilities

Serve as an expert on enforcing Meta’s Community standards and policies, including regulatory policies and region specific social media legislation where required
Investigate reported escalations across multiple channels on Meta’s services, disrupt bad actor networks and respond to sensitive global partners inquiries
Apply project management methodologies, techniques, and strategy development to effectively plan, execute and monitor projects and initiatives
Effectively convey results of technical/investigative work and mitigation measures to various audiences including leadership and external partners/government agencies
Gather, analyze, and utilize relevant tools, systems, and data to improve Meta’s processes, inform our Policy & Legal positions and define/execute against business goals
Manage high-pressure ambiguous escalations prioritizing speedy resolution while partnering with cross functional teams
Coordinate with global cross-functional teams including Public Policy, Legal, and Integrity teams to problem solve and develop solutions

Minimum Qualifications

5+ years of experience handling operations, crisis or risk in a technology company or equivalent environment
Knowledge of trust & safety, content integrity, compliance landscape
Experience multitasking different priorities in a rapidly changing environment
Proven project management and operations skills
Sound judgment and skill to thrive under pressure
Demonstrated communication and collaboration skills
Experience influencing across regional and functional scope
Capacity to work with potentially graphic and objectionable content
Proficiency in data analysis

For those who live in or expect to work from California if hired for this position, please click here for additional information. About Meta Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
$118,000/year to $172,000/year + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.
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Minimum qualifications:

Bachelor's degree or equivalent practical experience.
2 years of experience in a policy, legal, Trust and Safety, or technology environment.
Experience applying policy to online content regarding appropriate and violative content.
Experience with spreadsheets, databases SQL and data analysis.
Ability to work non-standard, on-call rotation weekend and holiday hours.

Preferred qualifications:

Experience in escalation management, adversarial abuse fighting, and reviewing online content.
Experience working in an operations-oriented organization.
Knowledge of SQL with the ability to understand detection and tooling system.
Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment
Excellent drafting skills including translating policies into concise summaries.

About the job

At YouTube, we believe that everyone deserves to have a voice and that the world becomes a better place when we share and build community through our stories. We empower people to tell their stories, explore their passions and connect through creativity and technology.

As a part of the Scaled Abuse Escalations Team, you will manage abuse-related escalations in collaboration with Rapid Response, Trust and Safety and YouTube teams. You will lead resolution efforts, engage with stakeholders including executives and develop preventative solutions for future incidents. This role also involves reviewing graphic or sensitive content in line with YouTube's community guidelines and monetization policies.

The US base salary range for this full-time position is $105,000-$151,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

Manage policy review for scaled abuse escalations including Pert, Pert-Lite and Executive cases, driving consensus across all stakeholders in close co-ordination with rapid response.
Review graphic, controversial and offensive video content in line with YouTube's community guidelines and monetization policies, with a focus on adversarial abuse.
Develop knowledge of scaled abuse policies to ensure faster, efficient resolution.
Ensure all escalations are triaged, tracked, investigated, resolved and communicated accurately using internal tools and systems and assist in conducting lessons-learned reviews and post-mortems ensuring regular follow-up.
Serve as Incident Response Manager for high-priority escalations and events from intake to execution to closure.

","hiringOrganization":{"@type":"Organization","name":"Google","sameAs":"https://www.google.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"San Bruno, CA, USA","addressCountry":"United States","addressRegion":"North America"}}}},{"@type":"ListItem","position":16,"item":{"@type":"JobPosting","title":"Regulatory Escalations Specialist","datePosted":"2025-08-21","description":"The Global Response Operations organization within Global Operations responds to real-time crises, proactively identifies and evaluates emerging risks, conducts risk-related investigations, and assesses what we could be doing to best benefit our community. By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta.

Meta is seeking a Regulatory Escalations Specialist to join the Detection, Response, and Intelligence, Regulatory Escalations Team. The team develops bespoke and semi-scaled solutions to escalatory issues, and novel and emerging regulatory, legal and civic risks facing the company. The team also protects users by mitigating negative engagement on the site and delivers qualitative and quantitative insight into user behavior to shape policy positions and define regulatory priorities.

The individual will be required to facilitate the resolution of complex high priority escalations by working cross-functionally across different teams balancing multiple perspectives to help make the best decisions for our community users. This includes developing and executing strategies for new and existing escalation channels, responding to high priority issues, scaling our escalation processes and analyzing/deriving data trends and insights for broader solutioning. This individual may also be required to plan, coordinate, and oversee the execution of various projects, identify potential issues, and adapt plans accordingly to stay on track towards successful project completion. They will communicate clearly to various stakeholders and provide key updates and findings on a regular basis on any of the above. We are seeking a team-oriented strategic critical thinker who can optimize processes, go on investigations, solve challenging problems and most importantly, help prevent them in future.

This position is full time and based in Singapore.Regulatory Escalations Specialist Responsibilities

Serve as an expert on enforcing Meta’s Community standards and policies, including regulatory policies and region specific social media legislation where required
Investigate reported escalations across multiple channels on Meta’s services, disrupt bad actor networks and respond to sensitive global partners inquiries
Apply project management methodologies, techniques, and strategy development to effectively plan, execute and monitor projects and initiatives
Effectively convey results of technical/investigative work and mitigation measures to various audiences including internal leadership and external partners/government agencies
Gather, analyze, and utilize relevant tools, systems, and data to improve Meta’s processes, inform our Policy & Legal positions and define/execute against business goals
Manage high-pressure ambiguous escalations prioritizing speedy resolution while partnering with cross functional teams
Coordinate with global cross-functional teams including Public Policy, Legal, and Integrity teams to problem solve and develop solutions
This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos, audio and writings, offensive or derogatory language, and other potential objectionable material, such as child exploitation, graphic violence, self-injury, animal abuse, and other content which may be considered offensive or disturbing. Please note that some holiday/weekend work will be required on a shift basis

Minimum Qualifications

3+ years of experience handling operations, crisis or risk in a technology company or equivalent environment
Knowledge of trust and safety, content integrity, compliance landscape
Experience in multitasking different priorities in a rapidly changing environment
Experience with managing projects in an operations-driven environment
Demonstrated experience with working under pressure
Demonstrated communication and collaboration skills
Experience in influencing across regional and functional scope
Experience working with potentially graphic and objectionable content
Demonstrated ability to work with data and metrics to perform quantitative analysis, generate actionable insights, and support data-driven decision-making

Preferred Qualifications

Experience with data-driven analysis including, but not limited to using tools such as SQL, Excel, dashboards, etc

Escalations & Operations Coordinator – Santa Ana, Costa Rica  

Are you ready to join an advanced team that customers depend on to prevent fraudulent transactions? Are you ready to unleash your potential in a global company that moves money for better?  Join Western Union as a Escalations & Operations Coordinator. 

Western Union powers your pursuit. 

We are looking for someone who would be part of the Digital Review Team as a Escalations & Operations Coordinator responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements 

Role Responsibilities 

Operational Oversight: Support the daily operations of a team comprising approximately 50 employees by assisting supervisors in maintaining consistent adherence to productivity, quality, and safety standards. Actively monitor Service Level Agreements (SLAs) to ensure operational targets are consistently met or exceeded.

Team Leadership and Culture: Foster a collaborative and positive work environment by addressing operational challenges, guiding team members, and promoting a culture of accountability and mutual respect.

Data-Driven Performance Management: Leverage data analytics and reporting tools to monitor key performance indicators (KPIs), identify performance trends, and proactively address gaps. Utilize insights to drive continuous improvement and operational excellence.

Coaching and Development: Serve as a role model and coach, demonstrating strong interpersonal and leadership skills. Mentor team members, support their professional development, and cultivate a culture of excellence, inclusion, and respect.

Customer Experience Management: Act as a subject matter expert in customer service and operational processes. Manage customer escalations across channels, ensuring timely and effective resolution aligned with business objectives and customer satisfaction.

Systems and Tools Management: Ensure the optimal functionality of operational tools and systems. Proactively identify and escalate technical issues to IT teams or external vendors to minimize service disruptions and maintain operational continuity.

Process Improvement and Innovation: Champion operational innovation by identifying opportunities for process optimization and digital transformation. Collaborate cross-functionally to implement tools, workflows, and enhancements that elevate service delivery and employee experience.

Continuous Improvement Initiatives: Conduct root cause analyses and lead continuous improvement efforts using methodologies such as Lean or Six Sigma. Recommend and implement best practices to enhance resource utilization, reduce operational costs, and improve overall performance.

Training and Enablement: Support training and development initiatives to ensure team members possess the necessary skills and knowledge to succeed. Facilitate onboarding, upskilling, and leadership development programs to build a high-performing team.

Role Requirements 

Education: Bachelor’s degree or active enrollment in a degree program in Business Administration, Industrial Engineering, or a related field is required.

Experience: A minimum of 1–2 years of experience in handling escalations, preferably in a Tier 2 or equivalent role, where sound judgment and the ability to balance business objectives with customer or employee impact are essential.

Leadership Support: Proven experience supporting supervisors in people management and workload coordination. Acts as the go-to resource for frontline agents and a key partner to leadership, helping foster a high-performing, positive team environment.

Language Proficiency: Fluency in English is required, with excellent verbal, written, and listening skills (minimum CEFR Level B2+; Level C1 preferred).

Technical Skills: Proficiency in Microsoft Office Suite, particularly Excel and Power BI, is preferred. The ability to generate, analyze, and interpret datasets and reports to support operational decision-making is essential.

Certifications: Knowledge of Lean Six Sigma (Green Belt), Scrum Master, or Design Thinking is highly desirable. Must be committed to obtaining certification within six months of hire.

Professional Attributes: Self-motivated and results-driven, with strong analytical and problem-solving skills. Detail-oriented, able to work independently, and confident in making sound decisions. Committed to delivering high-quality support, especially in complex or escalated situations, with a strong customer service focus.

Operational Knowledge: Solid understanding of service delivery, performance metrics, and process optimization in fast-paced, structured environments is required.

Work Schedule: Availability to work Sunday through Thursday, from 10:00 a.m. to 7:00 p.m., is required.

We make financial services accessible to humans everywhere. Join us for what’s next. 

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward. 

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/. 

Benefits 

You will also have access to short-term incentives, multiple health insurance options, accident and lifeinsurance, and access to best-in-class development platforms, to name a few ( https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interviewprocess or in an offer of employment. 

Your Costa Rica- specific benefits include: 

Asociación Solidarista

In house company doctor services

Transportation services options

Referral Program award

Employee Resource Groups (ERG) and committees to volunteer with

Pan American Medical and Life insurance

Cafeteria Discounts

Our hybrid work model 

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.  

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws. 

#LI-CL1 #LI-Hybrid

Estimated Job Posting End Date:

08-21-2025

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

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At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

The Director of Operations leads and optimizes the operational efficiency of the Application Services team. This role is crucial for ensuring the timely and accurate delivery of applications to university partners for review and decision into Degree programs. The Director has ownership and accountability to execute against accuracy, cycle time, and volume metrics to meet program, vertical, and department goals, and is ultimately responsible for driving continuous improvement and fostering a collaborative environment within the team. The Director is responsible for anticipating and understanding program cohort needs, risks, and opportunities of the Degree application funnel, with a focus on process development and implementation of strategic or system enhancements that best prepare the team for success in future cohorts. The Director proactively applies necessary technology, resource, and process planning to achieve necessary goals and drive outcomes for the business and university partners. The Director will collaborate with leadership on strategic planning and resource allocation, and support stakeholders via process optimization and program performance management to meet the evolving needs of the organization.

Responsibilities Include, But Are Not Limited To:

Operational Management:\n
- Leads managers to oversee the day-to-day operations of the Application Services team, holding them accountable to reaching high levels of adherence to service level agreements.
- Coaches managers to design, implement, and refine operational processes and procedures to improve efficiency, reduce costs, and enhance the quality of Application Services.
- Effectively manages budgetary allocations and staffing levels to optimize operational output.
- Supports, refines, and monitors key performance indicators (KPIs) for Application Services, providing regular reports to leadership and stakeholders on operational performance, service levels, and areas for improvement.
\n
Stakeholder Relationship Management: \n
- Translates the Application Services team performance, risks, and opportunities clearly and credibly to key internal stakeholders.
- Understands how both the Application Services team and stakeholders drive outcomes at the company level, and makes key decisions that will support 2U goals across the organization.
- Uses business knowledge and context to drive impactful messaging and change with stakeholders. Understands future trends within Application Services and proactively applies to business and resource planning.
- Collaborates closely with business operations, technology, and product teams to support key stakeholders, understanding application funnel needs and ensures that Application Services effectively support business objectives.
\n
Strategic Leadership & Planning: \n
- Develops and executes strategic operational plans for the Application Services team, aligning with overall business objectives.
- Identifies opportunities for process improvement, automation, and technological advancements to enhance service delivery.
\n
Risk Management: \n
- Identifies and mitigates operational risks related to Application Services, ensuring compliance with relevant policies, regulations, and security standards.
- Manages incident resolution, problem management, and change management processes.
\n

Things That Should Be In Your Background:

Bachelor’s degree required.
7+ years of relevant work experience.
3-5 years of progressive leadership experience managing a team or client relationship.
Proven leadership experience directly related to managing a team against KPIs or SLAs and/or management of an external vendor relationship.
Strong relationship management, communication, analytical, and strategic thinking skills.
Extraordinary organizational skills, attention to detail and excellent follow through is critical.
Effective stakeholder relationship skills and experience working with upper-level management.
Highly proactive, self-starter with ability to work in a fast-paced, rapidly changing environment.
Superior written, oral, presentation and interpersonal communication skills.
Proficient in Excel, Word and PowerPoint (preferred).
Previous people management experience (required).
Experience in Salesforce (or other CRMs), G Suite, Electronic Data Management systems and Tableau (preferred).

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include:

2 complimentary Getsmarter short courses per year
Subsidised medical aid with Discovery Health Medical Scheme
4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
Employee Assistance Program (EAP)
Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike.

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com.

About 2U LLC

For more than a decade, 2U, LLC. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U, LLC. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.

2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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Company Description

As market leaders and experts in luxury furniture design, we take pride in our commitment to quality and innovation.

For over 60 years, Nick Scali has been a nationally recognized household name in the Australian furniture industry. Following our acquisition of Plush Sofas in late 2021, we now operate over 110 showrooms across Australia and New Zealand, with exciting plans for further expansion in 2025.

Join an iconic Australian retail organization and be part of an international ASX-listed company that values career development in a supportive team environment.

Job Description

Are you passionate about delivering top-notch customer service? Do you have a knack for resolving complex issues? If so, we have the perfect opportunity for you!

As our Customer Service Coordinator, you will liaise with customers and other departments, investigating, researching and assessing warranty cases at the escalated stage. Ensuring that customer concerns are resolved to company standards.

Key Responsibilities:

Work closely within a team of 8 to resolve warranty cases.
Work with other departments to reach resolutions.
Liaise with customers via phone and email.
Ensure seamless customer service and support.

Qualifications

Customer service experience in an office-based role needed
Excellent communication & customer service skills
Strong problem-solving skills and the ability to handle challenging situations with ease
Great attention to detail
A technical and inquisitive mindset
Ability to investigate warranty cases, and research product information
Proficiency in basic computer-based systems, such as soft phone systems, Microsoft. programs (Word & Outlook), and web-based email systems, or the ability to learn these

Only those with full working rights in Australia need apply.

Additional Information

Why Work for Nick Scali?

Job security at a publicly listed company trading for over 60 years and continuing to grow
Competitive salary
Continuous training and career development opportunities
A supportive team environment that values innovation and improvement
Free onsite parking down a private driveway
Close to M7 motorway
Monday to Friday only
Monthly free team lunch

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Work Location:

Charlotte, North Carolina, United States of America

Hours:

Pay Details:

$86,840 - $130,000 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Governance & Control

Job Description:

The Escalations Operations Specialist manages a portfolio of governance and control activities for moderately complex or high-risk business or functional area and implements policies/processes and/or initiatives to meet governance and control guidelines. Acts as a technical lead on key control initiatives.

This is a fully remote position.

Depth & Scope:

Highly seasoned professional role requiring substantial business knowledge/expertise in a complex field and knowledge of broader related areas
Integrates knowledge of the enterprise sub-function’s or business line’s overarching strategy in developing solutions across multiple functions or operations
Ability to work collaboratively and build relationships across teams and functions
Interprets internal/external business challenges and the industry environment, recommends course of action and best practices to improve products, processes or services
Acts as a technical expert/lead integrating cross-function understanding within their own field of specialty; may manage team(s) of related specialists
Leads cross-functional teams or projects with significant resource requirements, risk and/or complexity
Independently manages end-to-end functional programs
Solves or may lead others to solve complex problems; leads efforts or partners with others to develop new solutions
Works autonomously as the lead and guides others within area of expertise

Education & Experience:

Undergraduate degree preferred
7+ years of relevant experience
Advanced business understanding and knowledge of risk and control functions
Advanced knowledge of governance, risk and control procedures, strategies & tactics
Knowledge of current and emerging competitor and market trends
Ability to establish goals and objectives that support delivery execution for multiple teams
Ability to contribute to the direction of the function and provide advice to the team and delivery leadership
Ability to lead, plan, execute and evaluate project activities to ensure completion of initiatives
Skill in mentoring, and performance management
Skill in using analytical software tools, data analysis methods and reporting techniques
Skill in using computer applications including MS Office and industry standards
Ability to communicate effectively in both oral and written form
Ability to work collaboratively and build relationships across teams and functions
Ability to work successfully as a member of a team and drive team execution
Ability to exercise sound judgement in making decisions
Ability to analyze, organize and prioritize work while meeting multiple deadlines

Customer Accountabilities:

Contributes to the strategic direction of the business governance and control function and plays a key role in the development and implementation of risk strategies in support of the overall business strategy
Develops and documents a comprehensive inventory of processes and controls with clearly-defined owners and roles and responsibilities for each process and control
Participates in the intake of applicable regulation, assessment of impact to the business line, and the comprehensive mapping of associated controls to rules and regulations
Reviews end-to-end processes and controls and connects the dots across issues and control deficiencies across various BUs in order to increase standardization of solutions, processes and controls
Leads the integrated execution of policies/procedures/changes across multiple functional areas
Provides direction to complex, wide-ranging enterprise or cross-function/business projects as a SME, identifies risk/provides guidance for complex situations and participates in designing, testing, and implementation of solutions
Acts as lead for area of specialization with industry, enterprise, and business awareness; recognizing and anticipating emerging trends and; identifying issues and opportunities and recommending action to senior management in the governance and control space

Shareholder Accountabilities:

Ensures programs/policies/practices are well-managed, meet business needs/priorities, and comply with internal/external requirements
Exercises discretion in managing communication/correspondence, information and all matters of confidentiality
Leads research projects; supports the development/delivery of materials and presentations to management or broader audience
Conducts analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs, policies, or practices
Adheres to enterprise frameworks or methodologies that relate to activities across businesses and functions
Manages relationships within and across various business lines, corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements
Protects the interests of the organization – identifies and manages risks, and escalates non-standard, high-risk transactions/activities as necessary
Maintains a culture of risk management and control, supported by processes in alignment with risk appetite
Is knowledgeable of and complies with Bank Code of Conduct

Employee/Team Accountabilities:

Participates as a member of the team, supports a positive work environment and ensures timely communication
Provides leadership as a SME and participates in knowledge transfer within the team/business unit
Keeps current on emerging trends/developments and grows knowledge of the business, related tools and techniques
Keeps others informed about the status/progress of projects
Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices
Contributes to a fair, positive and equitable environment
Acts as a brand ambassador for your business area/function and the Bank

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

Domestic Travel – Occasional
International Travel – Never
Performing sedentary work – Continuous
Performing multiple tasks – Continuous
Operating standard office equipment - Continuous
Responding quickly to sounds – Occasional
Sitting – Continuous
Standing – Occasional
Walking – Occasional
Moving safely in confined spaces – Occasional
Lifting/Carrying (under 25 lbs.) – Occasional
Lifting/Carrying (over 25 lbs.) – Never
Squatting – Occasional
Bending – Occasional
Kneeling – Never
Crawling – Never
Climbing – Never
Reaching overhead – Never
Reaching forward – Occasional
Pushing – Never
Pulling – Never
Twisting – Never
Concentrating for long periods of time – Continuous
Applying common sense to deal with problems involving standardized situations – Continuous
Reading, writing and comprehending instructions – Continuous
Adding, subtracting, multiplying and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.

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About this role:

Wells Fargo is seeking a a Part-Time Escalations Representative to join the as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

Support internal and external customers with inquiries and complaints regarding financial products and services
Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

Required Qualifications:

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

2+ years of escalated call handling
Ability to read and interpret legal documents
Knowledge and understanding of processing and handling writs and levies, summons and subpoenas as well as court blocked accounts
Ability to identify potential operational issues and legal risks
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
Experience with Wells Fargo systems such as 1LLG (One Liens, Levies, Garnishments), Hogan, 1Sum, CBATS, CIV & SDD
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Previous experience in working in a fast-paced call center environment
Ability to achieve high production and quality standards
Intermediate Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills

Job Expectations:

This position offers a hybrid work schedule
Ability to work on-site at the posted work location

Schedule:

Monday-Friday 1:00pm-5:00pm PST
Schedule subject to change based on business needs

Training:

You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
Training will be for 2-4 weeks. Training hours are 1:00 p.m. – 5:00 p.m. Monday – Friday PST. You are required to attend the full duration of this paid 2-4 weeks of training.
We’re open from Monday - Friday, 8:00 am -8:00 pm. Your regular work schedule will be based on business need and may include working at least one weekend day and some holidays.

Posting End Date:

20 Aug 2025

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

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At Fairstone, our culture is built on strong values and leadership principles that define the expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best experience possible.

Be part of our talented and growing team!

We are currently looking for a Senior Advisor, Customer Escalations to join our team reporting to the Senior Manager, Communications Social Media and Customer Experience.

As a Senior Advisor, Customer Escalations, you play a pivotal role in handling complex and high-profile customer service issues with reputational and/or legal impacts as well as facilitate in-house training on complaint de-escalations. You have a thorough understanding of Fairstone products and services and work cross-functionally to address customer needs while aligning with company objectives. You are also responsible for facilitating training in improving agent soft skills, complaint de-escalations and negotiation techniques. You collaborate closely with contact centre management and product owners in retail financing and branch operations on the development of job aids and policies/procedures used by the contact centre.

\"Be a part of our inclusive workplace where diverse perspectives drive innovation and excellence.\"

WHY JOIN US?

BECAUSE WE ARE PROUD TO BE One of Montreal's Top Employers for 2025 for the fifth consecutive year by the editors of Canada's Top 100 Employers.

WE OFFER:

Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance.
Wellness: Tailored well-being solutions available 24/7.
Time Off: Minimum 15 paid vacations, 6 wellness days, with federal holidays.
Community Support: Paid Volunteer Day to give back to your community.
Retirement Planning: Employee and employer contribution pension plan, plus the Fairstone Retirement Savings Plan
Development: Access to Fairstone Academy for comprehensive training and skill development.
Employee discounts: Exclusive access to discounted products and services, including car insurance, hotels, attractions, movies, gym memberships, and more.

WHAT WILL YOU WORK ON?

Provide a single point of contact for complex and sometimes high-profile customer issues with reputational and legal impacts
Ensures customer escalations and complaints, across all lines of business, are resolved and managed in accordance with Fairstone, consumer and provincial/federal regulatory standards.
Build relationships. Act as a liaison between our internal partners, subject matter experts to solve problems and improve customer experience.
Contributes to internal knowledge base and collaboration platforms to share expertise internally. Shares knowledge globally to help other teams reduce escalations.
Responsible for maintaining expert knowledge within Fairstone’s lines of business and complaint management. This included developing training material/job aids and building knowledge of product updates and changes.
Accountable for handling complaints escalated to OBSI and the COC by responding to access requests and reviewing complaints to ensure the Bank followed the appropriate policy/procedure and customers are treated fairly.
Actively involved in business processes to ensure alignment with regulatory obligations and to evaluate procedural effectiveness.
Lead complaint investigations by:
- Extracting and uploading all relevant data/evidence from Level 1 and 2 case files.
- Ensuring timely and accurate case file preparation.
- Prepare written summaries with recommendations for case resolution, considering financial and reputational risks.
Facilitates focused training for call centre agents, covering call handling techniques, complaint de-escalations, waiver negotiations, product knowledge, and system navigation.
Acts as liaison between customer service, legal and compliance.
Draft letters to customers on behalf of Fairstone executives and business lines.
Ensures complaints are handled within prescribed FCAC timelines.
Prepares summary investigations, pulls call recordings, and collects documents for escalated complaints.
Responsible for responding to all complaints sent to the Better Business Bureau (BBB).

WHO ARE WE LOOKING FOR

Bachelor’s degree or equivalent experience in a pertinent field
Proven experience (5+ years) handling legal and executive escalations.
Bilingual (English/French), nice to have: High-level l proficiency in English (oral and written) is required, as the role involves communicating with customers on behalf of Fairstone in either language. Approximately 75% of the responsibilities will be carried out in English.
Excellent communication both verbal and written, with the ability to convey technical concepts and information in a clear and concise manner.
Excellent interpersonal skills, including the ability to build rapport, foster collaboration, and establish credibility with diverse stakeholders at all levels of the organization.
Excellent judgement and political acuity.
Proven experience in delivering and evaluating training programs within a call centre or customer service environment, with a focus on call handling techniques and customer interactions.

this role is vacant

WE ARE PROUD TO BE RECOGNIZED AS Great Place to Work® Canada for 2025 and
Montreal's Top Employers 2025 by Canada’s Top 100 Employers!

Learn more: https://www.fairstone.ca/en/about/canadian-lender

Follow us on LinkedIn: https://www.linkedin.com/company/fairstone/mycompany/

If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.

Time Type:

Full time

Job Type:

Permanent","hiringOrganization":{"@type":"Organization","name":"Fairstone Bank","sameAs":"https://www.fairstone.ca/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"LOC0005-A Home Trust Centralized Office, Canada","addressCountry":"Canada","addressRegion":"North America"}}}},{"@type":"ListItem","position":23,"item":{"@type":"JobPosting","title":"Member Escalations Specialist (56054)","datePosted":"2025-08-15","description":"

Job Details

Job Location Providence, RIRemote Type Fully RemotePosition Type Full TimeJob Shift 1st ShiftJob Category Customer Experience

Description

Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY & NJ. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.

Hours: Monday- Friday 8:00am-5:00pm

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?
\n
\nAt AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
\n
\nServes as a member advocate when researching, responding to, or interpreting company procedures or policies with the goal of delighting our valuable members. The nature of these interactions can be highly sensitive and require patience and special handling.
\n
\nWhat you will do:

For bilingual roles, all responsibilities must be able to be completed in both English and target language. Address formalized complaints from all areas of the Club, encompassing a range of situations that members encounter both from a sales and service aspect.
Meets local and national quality standards for the timely acknowledgement and resolution of complaints.
Determines reimbursements in accordance with established policies.
Maintains accurate logs of workflow, records of member complaints, and station complaint book.
Keeps abreast of new programs, changes in current programs, and/or changes in existing policies and procedures.

Salary range: $20.25 - 22.00 per hour

\n ","hiringOrganization":{"@type":"Organization","name":"AAA Northeast","sameAs":"https://www.aaa.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Providence, RI, 02904 (Remote)","addressCountry":"United States","addressRegion":"North America"}}}},{"@type":"ListItem","position":24,"item":{"@type":"JobPosting","title":"Escalations Manager, Customer Success","datePosted":"2025-08-20","description":"

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2025 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

About the role

We are seeking an experienced Customer Success Escalations Manager to lead our internal escalation team. This role is crucial in ensuring that our customers receive exceptional support while also driving process improvements to enhance scalability and efficiency.

In this position, you will directly oversee a team of Senior Customer Success Associates (CSAs), and coordinate additional escalation staff during high-volume periods at the beginning of each month. Your team will be responsible for handling complex customer escalations, supporting our BPO operations, and working cross-functionally with Engineering, Risk, Finance, and Product teams to resolve issues and optimize our escalation workflows.

This is a high-impact role in a fast-growing organization, where you’ll be expected to take a data-driven approach to problem-solving and deliver solutions that enhance the overall customer experience.

What you'll do

Lead and develop a team of Senior Customer Success Associates, ensuring high performance and strong collaboration across internal and external teams.
Refine escalation workflows for sensitive customer issues, including refund approvals, compliance approvals, and technical issues requiring Engineering or Risk team intervention.
Support BPO operations teams by acting as an escalation point for complex cases and providing guidance on resolution strategies.
Analyze escalation trends and work cross-functionally to identify root causes, driving process improvements that reduce escalation volume and improve resolution efficiency.
Responsible for meeting or exceeding key performance metrics such as resolution time, CSAT for escalated cases, and overall escalation rate improvements.
Collaborate with internal teams (Engineering, Risk, Compliance, Finance, Product) to ensure escalation policies align with broader company objectives.
Provide real-time operational oversight during peak periods, ensuring that additional team members are efficiently deployed and that escalations are handled promptly.
Leverage data and reporting tools (Zendesk, Slack, Google Suite, and optionally Looker, SQL, Sigma) to track performance and provide insights for continuous improvement.

Key Qualifications

5+ years of experience in customer service operations, escalation management, or a related role, with at least 2+ years in a leadership capacity.
Background in fintech, payments, or financial services is highly preferred.
Experience working with third-party vendors and BPO operations.
Strong understanding of customer service escalation workflows and best practices for handling sensitive or high-impact cases.
Exceptional problem-solving and analytical skills, with a passion for \"seeking the truth\" in data to drive actionable insights.
Proficiency in Zendesk, Slack, and Google Suite. Experience with Looker, SQL, or Sigma is a plus.
A proven ability to influence cross-functional teams and drive alignment across departments.
A hands-on leader who thrives in a fast-paced, high-growth environment and can adapt quickly to evolving business needs.

\nThe salary compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks. For working locations in NY/NJ/CA, the base salary pay range will be $116,000-$135,000\n

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

\n\n\n

We offer many employee benefits. For full time, U.S. based employees we offer:

Competitive pay
100% company-paid medical, dental, and vision
401(k) + company equity
Unlimited paid time off + 13 company paid holidays
Parental leave
Flex Cares Program: Non-profit company match + pet adoption coverage
Free Flex subscription

For full time non-US employees, we offer

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n

Competitive Pay
Company Equity
Unlimited PTO

","hiringOrganization":{"@type":"Organization","name":"Flex","sameAs":"https://getflex.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"New York, New York, United States","addressCountry":"United States","addressRegion":"North America"}}}},{"@type":"ListItem","position":25,"item":{"@type":"JobPosting","title":"Escalations Support Specialist - Remote","datePosted":"2025-08-19","description":"

TrueCar is a leading automotive digital marketplace, and we are on a mission to make car buying and selling easy, transparent, and efficient. We work to empower consumers with data and foster connections with our network of Certified Dealers who share our belief that truth, transparency, and fairness are the foundation of a great experience. We forge partnerships to power car-buying programs for some of America’s most trusted brands. And we continually innovate to provide useful tools, research, market context, and pricing transparency to help consumers feel empowered and confident throughout their journey.

As consumers’ priorities and shopping habits shifted, so did we. We are building a modern-day marketplace and invite you to join the TrueCar Crew. You can have a real and direct impact on our journey as we continue to evolve and revolutionize the car-buying and selling experience.

The Opportunity:

The Escalations Specialist serves as a primary point of contact for both certified dealers and consumers, handling issue resolution with professionalism and objectivity. This investigative role requires strong communication skills, sound judgment, and a commitment to delivering a seamless support experience. Responsibilities include resolving complex inquiries, providing guidance, and collaborating with cross-functional teams to ensure consistent service. The position reports to the Director, Consumer & Dealer Experience.

This is an hourly position with scheduled working shifts between 8:00 a.m. and 8:00 p.m. CST, across a seven-day operational window. The role requires availability during these hours, with a typical schedule covering five days per week and occasional overtime, as needed. Note: We reserve the right to adjust hours to support business needs.

How you’ll drive TrueCar’s success:

\n
Manage front-line communications with program dealers and consumers to resolve differences relating to pricing, lead delivery, invoicing, and other program requirements for TrueCar and its affinity partners.
\n
\n
Have the ability to read, interpret, and dissect contracts, understand state-to-state language related to contracts, and use basic math skills to calculate pricing discrepancies.
\n
\n
Ensure issues are researched, investigated, and resolved promptly, and that unresolved issues are escalated to the appropriate team lead, manager, or specified contacts.
\n

\n
Document call and email activity in our Salesforce CRM as required, and maintain accurate records of all dealer interactions and support tickets using our Salesforce CRM and Jira tools.
\n
\n
Receive and process consumer privacy requests.
\n
\n
Effectively manage and resolve Buyer’s Bonus escalations and invoicing.
\n
\n
Provide backup support for our TrueCar military program and all other priority queues.
\n
\n
Resolve user challenges by identifying the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and conducting follow-up to ensure resolution.
\n
\n
Service our omnichannel approach to supporting our dealership customers' needs, while maintaining positive relationships with our network of certified dealers via email and phone queues.
\n
\n
Develop a deep understanding of our products and services to effectively assist dealers with support inquiries and troubleshooting.
\n
\n
Assist new dealer points-of-contact, providing them guidance with any systems and/or tools to help optimize their experience.
\n
\n
Gather and document feedback from dealers regarding product experiences and overall product satisfaction.
\n
\n
Collaborate with external teams, such as Tech Ops, Onboarding, and InsideAccount Managers etc., to ensure a seamless and coordinated approach to supporting our dealer network.
\n
\n
Liaise directly with dealers and consumers and assist in successfully facilitating issue resolution.
\n
\n
Thoroughly investigate consumer issues and make recommendations for appropriate resolutions.
\n
\n
Identify patterns of behavior from dealer partners and proactively suggest next steps for improvement.
\n
\n
Own the complaint process, end-to-end, while documenting all aspects of consumer and dealer communications.
\n
\n
Collaborate with field personnel, providing ongoing guidance and training related to partner contracts, expectations, and complaint management.
\n
\n
Proactively manage social media, including reading and interpreting comments and feedback from Twitter/Facebook and other platforms to respond to customer concerns or complaints.
\n
\n
Work in collaboration with Marketing and other departments to draft appropriate responses
\n
\n
Review and respond to Better Business Bureau complaints, providing detailed analysis, problem resolution and clear communication of outcomes per procedure.
\n
\n
Ensure dealer partners are aware of company policies and contractual terms and escalate issues of non-compliance, as necessary.
\n
\n
Maintain required Quality Assurance and C-Sat scores, and meet or exceed all program and agent KPI goals.
\n
\n
Assist with special projects, as needed.
\n

Your Expertise:

Proven customer service or account management experience, including handling of client requests and conflict resolution
\n
Ability to engage in problem-solving activities routinely and autonomously to resolve issues
\n
\n
Experience with Customer Relationship Management (CRM) platforms, such as Salesforce, and ticketing systems such as Jira
\n
\n
Proficient with Microsoft Office products, including Excel, daily
\n
\n
Ability to multitask efficiently and work within assigned scheduling requirements, which may include extended hours and/or weekend availability
\n
Exceptional communication skills, both written and oral
\n
Ability to empathize with others
\n
\n
Automotive sales or automotive retail experience preferred
\n
\n
Ability to work a set schedule that includes holidays and weekends
\n

Hourly pay rate: $22.00 - $23.00

Your TrueCar Experience

At TrueCar, we champion remote work because we know great work can happen anywhere. This flexibility allows our TrueCar Crew to live and work from anywhere in the U.S. (with some role-based exceptions). To support our remote team, we provide a home office setup that suits their needs and offer monthly reimbursements for phone and internet connectivity.

You will receive excellent benefits that include, but are not limited to, 100% employer-paid health, vision, and dental premiums; a 401(k) plan with company contributions; equity; a wellness reimbursement account; and learning & development reimbursement opportunities. We also understand the importance of recharging, so we offer flexible PTO for exempt TrueCar Crew Members and a generous PTO accrual policy for non-exempt TrueCar Crew Members, in addition to 14 company-paid holidays and 2 floating holidays. In short, we care deeply about our Crew Members and have designed employee-centric programs that reflect this.

At TrueCar, we believe in the power of diversity to create a deeper understanding of our consumers and partners, driving innovation in our products. We welcome a workforce that reflects the diversity of car-buying consumers and encourage everyone interested in our mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other characteristic protected by applicable law. We will consider qualified applicants with arrest and conviction records in accordance with applicable law. Additionally, TrueCar will provide reasonable accommodations for qualified individuals with disabilities.

TrueCar does not accept unsolicited agency submissions.

If you are based in California, we encourage you to read this important information for California residents linked here.

#LI-Remote

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About the Team

The Merchant Onboarding Rescue & Escalation team specializes in resolving onboarding issues and blockers for our merchants through pathways such as JIRA tickets, queue work, and slack escalations. We utilize various support modalities such as tickets, emails, text, and phone calls. By partnering closely with cross functional teams such as Sales, Vendor Management, Account Owners, and other internal DRIs, we ensure that we are providing a best-in-class service to both our internal stakeholders as well as our onboarding merchant partners.

About the Role

Our Merchant Ops Escalations Specialists have the opportunity to help merchants and internal partners unblock and resolve escalated onboarding and activation issues. This team consists of skilled communicators, listeners, and problem-solvers who help get our merchants back on track, and re-build trust in DoorDash as a trusted partner in helping them grow their business. This team will have the unique opportunity to identify and resolve onboarding and activation issues for their merchants. This role is hybrid with required in-office days, and candidates may be required to work either Saturday or Sunday shifts.

You’re excited about this opportunity because you will…

Resolve high visibility escalated Merchant activations cases through various support modalities which may include email, tickets, text, & phone
Investigate case details to determine the root cause of case escalations; develop sets of recommendation to prevent future escalations
Communicate quickly, concisely, and effective with internal and external stakeholders
Synthesize complex problems & issues into actionable, easy to understand resolutions & recommendations
Complete thorough documentation and notation on merchant contacts to help identify trends
Provide best-in-class support to our merchants

We’re excited about you because…

You have a proven ability to develop customer empathy and articulate customer problems
Strong written and verbal communication skills, including ability to confidently advocate for customers with internal stakeholders with diplomacy
Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
You are motivated by a challenge, and you approach problems with a positive attitude
You remain calm under pressure! You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situation
Demonstrated ability to adapt and thrive in a constantly evolving environment.

Why You Should Join Us

Opportunity to lead and inspire teams to achieve continuous improvement.
Collaboration with cross-functional partners to drive process enhancements.
A dynamic and fast-paced work environment where personal and professional growth are encouraged.
Impactful role in resolving high-visibility escalations and enhancing stakeholder experiences.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

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Workflow Customer Escalations Specialist – Santa Ana, Costa Rica  

Western Union powers your pursuit. 

Support daily operations and team performance through data-driven monitoring, coaching, and customer issue resolution. Ensure systems and processes run efficiently while identifying opportunities for improvement. Contribute to a positive team culture through training, development, and continuous support.

Role Responsibilities 

This is not a Team Leader or Manager position.
Operational Support & Performance Monitoring: Assist in managing daily operations for a large team, ensuring adherence to productivity, quality, and safety standards. Monitor SLAs and KPIs to maintain consistent performance.
Customer Experience & Issue Resolution: Handle customer escalations across channels, ensuring timely and effective resolution. Act as a subject matter expert in service processes to enhance customer satisfaction.
Process Optimization & Systems Management: Identify and implement process improvements using Lean or Six Sigma methodologies. Ensure operational tools and systems function effectively, escalating issues as needed.
Team Engagement & Development: Promote a positive and accountable team culture. Support coaching, mentoring, and training initiatives to foster professional growth and inclusion.

Role Requirements 

Work Schedule: Availability to work Sunday through Thursday, from 10:00 a.m. to 7:00 p.m., is required. 
Escalations Experience: A minimum of 1–2 years of experience in handling escalations, preferably in a Tier 2 or equivalent role, where sound judgment and the ability to balance business objectives with customer or employee impact are essential. Solid understanding of service delivery, performance metrics, and process optimization in fast-paced, structured environments.
Leadership Support Experience: Proven experience supporting supervisors in people management and workload coordination. Acts as the go-to resource for frontline agents and a key partner to leadership, helping foster a high-performing, positive team environment.
Language Proficiency: Fluency in English is required, with excellent verbal, written, and listening skills (minimum CEFR Level B2+; Level C1 preferred).
Technical Skills: Proficiency in Microsoft Office Suite, particularly Excel and Power BI, is preferred.
Certifications: Knowledge of Lean Six Sigma (Green Belt), Scrum Master, or Design Thinking is highly desirable. Must be willing to obtain a certification within six months of hire.

We make financial services accessible to humans everywhere. Join us for what’s next. 

Benefits 

Your Costa Rica- specific benefits include: 

Asociación Solidarista

In house company doctor services

Transportation services options

Referral Program award

Employee Resource Groups (ERG) and committees to volunteer with

Pan American Medical and Life insurance

Cafeteria Discounts

Our hybrid work model 

#LI-CL1 #LI-Hybrid

Estimated Job Posting End Date:

08-29-2025

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

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The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Head of Operations Escalations & Change

Location : Brisbane

Job specification

· Lead a team of 6–7 staff responsible for managing escalated issues from administration operations, ensuring timely and effective resolution.

· Develop and maintain escalation workflows to manage high-priority or high-impact member and employer issues, balancing service standards with operational feasibility.

· Track and report on resolution timelines, root causes, and preventative actions, embedding continuous improvement into operational support.

· Provide high-quality insights to the COO and executive team on systemic operational challenges and opportunities for improvement.

· Oversee the operational implementation of change originating from Novigi (technology partner) and internal transformation projects.

· Manage the intake, prioritisation, and delivery of change initiatives impacting the administration function.

· Ensure changes are rolled out effectively within business teams, including process updates, system configuration, and team training.

· Support stakeholder engagement, risk identification, and post-implementation reviews to validate outcomes and sustainability.

· Act as the primary conduit for technical and system-related issues being escalated back to Novigi, ensuring structured communication and traceable resolution.

· Coordinate with Novigi on troubleshooting, patching, and development priorities relating to Acurity, supporting administration platforms, and supporting infrastructure.

· Translate operational needs into clear technical requests and ensure timely feedback loops between business and technology teams.

· Work closely with internal stakeholders including Administration Services, Product & Technology, and Transformation teams to ensure cross-functional alignment.

· Champion a problem-solving culture and support operational teams with process optimisation and knowledge uplift.

· Monitor and report on KPIs including resolution times, implementation effectiveness, and stakeholder feedback scores.

· Support development of business continuity protocols and risk mitigations within the administration function

Skills Required:

· Formal qualifications and/or degree in a relevant field (Business, Superannuation, Financial Services, Technology).

· RG146 qualification or commitment to obtain.

· Deep knowledge of superannuation legislation, administration processes, and compliance obligations.

· Demonstrated experience leading operational support teams in a superannuation or financial services environment.

· Experience with administration systems (Acurity), workflow tools (Zendesk, Jira), and advances data analysis (SQL).

· Strong delivery skills across both technical and process-related change initiatives.

· Excellent problem-solving skills with a focus on root cause analysis and continuous improvement.

· Proven ability to engage with multiple stakeholder groups including executives, technology providers, and operational leaders.

· Strong interpersonal and leadership skills, with the ability to guide a team through periods of change.

· High attention to detail and a strong sense of accountability and ownership.

What you will get in return:

· A genuinely unique opportunity to be part of an expanding large global business;

· Competitive remuneration commensurate with skills and experience;

· Training and development opportunities

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please https://www.apexgroup.com/corporate-social-responsibility/

“Personal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential. Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder. Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her/his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.”

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

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At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience

The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community. You must be calm in the face of a storm, caring and compassionate, and able to have a strong sense of empathy in difficult situations. Our team consists of Customer Experience Associates supporting customers across chat, email and phone.

Responsibilities:

Create a personalized, positive and effortless experience for the Lyft community
Provide friendly, timely support to Lyft drivers via chat, email and phone
Troubleshoot user problems with the Lyft app
Document all support contacts in a CRM system
Make recommendations based on feature requests and bugs reported by users
Be a community advocate for Lyft

Experience:

1+ years experience in customer service, required.
1+ years experience in call center a plus, but not mandatory
Computer proficiency required
Friendly and enthusiastic, social personality
Dependable and punctual with time management skills
Strong writing skills and impeccable attention to detail
Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
Ability to quickly learn web-based user support applications
Comfortable in a fast-paced environment, subject to rapid change and uncertainty
Keen ability to work independently and in a team
High level of comfort and familiarity with smartphone applications (iPhone and Android)
Willingness to work a range of hours, weekends and holidays

This role is fully remote in Mexico City, candidates for this role must be based in the Mexico City metro area.

Please submit your resume in English.

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Company:

The Boeing Company

Boeing Global Services (BGS) Supplier Management is seeking a First Line Leader to join the team in Dallas, Texas. This position will focus on supporting Boeing Global Services Supply Chain via the Global Parts Solutions Commercial team.

This position is expected to be 100% onsite. The selected candidate will be required to work onsite at the listed location.

The First Line Leader in this position will lead our Supplier Management Customer Escalations (CE) team. The Customer Escalations team collaborates with our business and supply chain partners in order to identify the best possible solution(s) to supply parts and deliver satisfaction to our customers, alleviating their critical needs that impact our commercial fleet operations.

Position Responsibilities

Manage, develop, and motivate employees across a global team
Develops and uses collaborative relationships within and outside the organization to facilitate the accomplishment of work goals. Builds rapport and trust among stakeholders and leverages the organization's dynamics to promote program goals by focusing on a shared vision.
Effectively explores alternatives and positions through negotiation best practices to reach outcomes that gains the support and acceptance of all parties.
Practice goal-directed thinking and action in situations for which no routine solutions exist.
Understand a problem statement and its step-by-step transformation based on planning and reasoning.
Knowledgeable of how the business and organization operates; application of policies, practices, trends, and information affecting the business and organization; understands the competition and the marketplace

Basic Qualifications (Required Skills / Experience):

More than 5 years of experience in Procurement and Supply Chain processes
More than 3 years of experience in Data Analysis
More than 5 years of experience working in a fast-paced environment with strict deadlines

Preferred Qualifications (Desired Skills / Experience):

Bachelor’s degree or higher
Experience in strategic decision making and supplier negotiations
Experience in a self-directed role
Communication skills and customer focus are critical to be successful in the role
Experience supporting emergent demand that requires off shift response/support

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

Pay & Benefits:

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Pay is based upon candidate experience and qualifications, as well as market and business considerations.

Summary Pay Range: $118,150 - $159,850

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Export Control Requirement:

This position must meet export control compliance requirements. To meet export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.15 is required. “U.S. Person” includes U.S. Citizen, lawful permanent resident, refugee, or asylee.

Safety Sensitive:

This is not a Safety Sensitive Position.

Security Clearance:

This position does not require a Security Clearance.

Visa Sponsorship:

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift:

Shift 1 (United States of America)

Stay safe from recruitment fraud! The only way to apply for a position at Boeing is via our Careers website. Learn how to protect yourself from recruitment fraud - Recruitment Fraud Warning

Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

EEO is the law

Boeing EEO Policy

Request an Accommodation

Applicant Privacy

Boeing Participates in E – Verify

Right to Work Statement

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\n \n\n\n Resolves all Customer Advocacy customer complaints that have escalated to the Office of the President and Executive levels. Provides Advocates and Managers direct feedback following the resolution to address possible knowledge gaps and training opportunities and to mitigate future escalations. Requires a thorough knowledge of the products/services offered, well-developed customer service skills, and critical thinking. Must have the ability to effectively communicate across various levels within organization and deliver on our Love Promise commitment in all interactions. \n
\n \n\n\n \n\n\nPrimary Responsibilities\n\n\n

Addresses customer complaints that have been escalated to the Office of the President and Executive levels as well as through customer satisfaction surveys. Manages queues and the distribution of escalated cases.
Attends meetings on process improvement and promotes cooperative effort and teamwork. Identifies internal processes or procedures that impede the Customer Advocates from providing a low effort experience. Recommends improvements to processes for Advocates’ work and puts forth recommendations using data trends from lapses in customer service to mitigate the issues from reoccurring. Shares insights on Customer Advocates with Managers so the Manager can address the Advocates’ development.
Coordinates with Field staff and internal department staff to research inquiries and evaluate resolution options.
Reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Exercises a large degree of individual discretion and judgement when resolving the case.
Tracks and maintains records/feedback of complaints and makes recommendations to management designed to reduce the number of complaints.
Independently makes effective financial decisions related to customer service goodwill on a case-by-case basis to enhance customer loyalty and perception of the Subaru experience. Must evaluate many aspects of the case and consider customer goodwill and loyalty along with financial responsibility to Subaru of America.
Interacts frequently with Office of the President and Executives to share and gather feedback and insights on customer escalations.

\n\n\nAdditional Responsibilities\n\n\n

Completes ad-hoc projects and assignments as necessary.

\n\n\n \n\n\n \n\n\nQualifications\n\n

Prior and relevant customer service and call center experience.
Exceptional level of organizational skills.
Strong teambuilding, motivation, leadership, and overall business acumen.
Strong written and verbal communications skills.
Ability to work in a fast-paced, multi-tasking, team-based environment.
Excellent listening, customer service, problem resolution, analytical, negotiation, and presentation skills.
Strong Microsoft Office Suite skills (Word, Outlook, Excel, PowerPoint).
Ability to effectively interact with all levels of management, including Executives and the President and CEO.
Knowledge of all Subaru of America Customer Advocacy Department functional areas. Preferred

Education/Experience: BA/BS with at least 4-6 years of relevant customer service work experience OR high school diploma with minimum of 6 years of relevant customer service work experience will be considered in lieu of degree.

Travel Required: Approximately 10–15%

Work Location:

Candidates within 100 miles of HQ [Camden, NJ] or the Dallas Business Center [Coppell, TX] will follow the hybrid work schedule.
Candidates beyond 100 miles will be remote and must be able to travel to HQ 10–15% of the time, ideally quarterly.

BENEFITS PACKAGE includes:

Medical, Dental, Vision
Pension, Profit Sharing, and 401K Match
15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days
Tuition Reimbursement Program
Vehicle Discount Programs
See our Careers landing page for additional information about our compensation and benefit programs.

Job Grade: P2

FLSA Status: Exempt

Salary Range: The recruiting base salary range for this full-time position is $70000 - $85000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.

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It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

We're seeking a driven, resourceful Escalation Specialist to join our Cash Manager Escalations Team. In this role, you will handle Tier 2 Complaint Escalations across three front-line support channels, (voice, chat and email), and provide real-time guidance to our front-line advocates. We're looking for Specialists with exceptional escalation management skills, a customer-first mindset, and the ability to navigate high-stakes interactions with customers who are frustrated or experiencing significant concerns.

The ideal candidate possesses a strong commitment to compliance, maintaining adherence to complaint handling procedures while de-escalating challenging situations, mitigating business risk, and empowering consumers through clear communication. You'll play a vital role in educating customers to help them resolve issues within Cash Complaint Program SLAs. This role requires resilience, as it may involve managing interactions with consumers who are highly agitated or have made threats. All work is subject to external state and federal review, underscoring the importance of strict compliance with Cash App Complaint Program policies.

You Will

Provide comprehensive support to the Customer Service team by investigating, managing, and resolving escalated customer complaints across in-app messaging, voice, and email channels.
Adhere to Cash App's complaint management policies and regulatory frameworks, with a focus on real-time de-escalation and resolution.
Master complaint handling compliance procedures and ensure all activities meet regulatory and policy standards.
Become an expert in our products, technology and procedures to deliver the best possible support to our team members and customers and develop productive working relationships with a wide range of stakeholders (often product, technology, Risk, Compliance, etc)
Perform thorough root-cause analyses on complaints to inform corrective action initiatives, addressing systemic, non-systemic, and operational issues to reduce future escalations.
Collaborate cross-functionally with Product, Technology, Risk, and Compliance teams to drive continuous improvements in the Cash App experience, building and maintaining productive relationships with internal stakeholders to ensure efficient and effective complaint resolution
Ability to prioritize customer satisfaction and empathy, even in challenging, high-pressure situations.

You Have

Proven experience in managing Tier 2 (or higher) complaint escalations, with a strong understanding of escalation protocols and resolution techniques in a regulated environment.
A passion for enhancing the customer experience while adhering to regulatory policies and internal procedures.
Exceptional written and verbal communication skills, with the ability to represent Cash App professionally.
Strong analytical skills to assess situations quickly and make informed decisions in ambiguous circumstances.
Ability to work effectively across functions within Block, Inc.
Weekend availability required.
Even Better:\n
- Minimum of 3 years in a customer support or escalation management role, preferably in financial services or fintech. Experience in handling high-stakes escalations across multiple channels (voice, chat, and email) is essential.
\n

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

#customerops

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.

Zone A:$26.30—$39.47 USDZone B: $24.42—$36.63 USDZone C:$21.25—$31.92 USDZone D:$19.71—$29.52 USD

Use of AI in Our Hiring Process

We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.

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About the Team

Customer Experience and Integrity (CXI) is at the core of DoorDash’s operating engine. When high-stakes issues arise—especially those with executive visibility—we rely on our escalation network to protect brand trust, resolve friction, and fix what’s broken at the systemic level. Advanced Customer Escalations (ACE) and Disaster In Progress (DIP) are our most specialized escalation teams, focused on precision, speed, and stakeholder credibility. This role will lead that network.

About the Role

We’re looking for a Sr. Manager, Network Escalations Operations to lead the evolution and performance of two of DoorDash’s most high-impact customer experience teams—Advanced Customer Escalations (ACE) and Disaster in Progress (DIP).

You’ll be at the forefront of designing how we respond to our most complex, high-stakes customer moments across consumers, Dashers, and merchants. These teams don’t just solve problems—they define how our brand shows up when it matters most, with direct visibility from our C-Suite and deep collaboration across the company.

This isn’t traditional operations. It’s about owning outcomes at scale—turning real-time feedback and edge-case signals into long-term improvements that shape the end-to-end customer experience. You’ll oversee the full lifecycle of escalation management, from frontline intake to root cause resolution.

Along the way, you’ll partner cross-functionally with Product, Engineering, Sales, Marketing, and Strategy & Ops to surface insights, close experience gaps, fix systemic issues, and reduce escalation volume—building a more resilient platform for everyone who uses DoorDash.

Success in this role is measured by meaningful improvements in:

Time to Resolve (TTR): ≤ 24 hours for executive-tier escalations
Did We Resolve (DWR): ≥ 90% for resolved cases
Repeat Contact Rate: < 2% recurrence within 14 days
Escalation Volume Reduction: 15–20% YoY decline driven by automation, deflection, and systemic fixes
OOTC Incidence Rate: < 10% across ACE/DIP-eligible flows
Coaching & Remediation Adoption: ≥ 95% completion rate on RCA-driven process changes within 30 days

You're excited about this opportunity because you will...

Own the most sensitive support flows in the company, leading Advanced Customer Escalations (ACE) and Disaster in Progress (DIP) to resolve high-priority issues with executive and executive visibility. You'll set the strategic vision for the escalation network—designing for scale, anticipating future needs, and aligning tightly with company goals.
Reduce average time-to-resolution (TTR) to under 24 hours for top-tier escalations while maintaining ≥90% resolution satisfaction. Drive a 20% YoY reduction in escalation volume by operationalizing future-state systems in partnership with various internal stakeholders and teams—leveraging intelligent tier deflection, automation, and upstream root cause elimination.
Act as the business owner for repeat contact reduction, targeting <10% rates by executing cross-functional fixes across Product, Ops, and Policy. Develop and maintain executive-facing dashboards that clearly articulate escalation fallout, root cause themes, and systemic solutions—turning raw signals into strategic action.
Grow great leaders by building and mentoring a best-in-class team of 5-7 escalation team leaders and 30+ in-house specialists. Create a leadership bench through ongoing coaching, empowerment, and feedback while holding leaders accountable for delivering results at scale.
Foster an inclusive, high-trust environment that embeds equity, belonging, and psychological safety across your teams. Influence cross-functionally—earning executive trust, aligning stakeholders, and consistently advocating for your team and the customer experience at large.

We're excited about you because you...

Have 8+ years in customer support or escalations leadership, ideally in high-growth, high-visibility environments like consumer tech, logistics, or marketplaces.
Have led specialized escalation teams responsible for handling executive-tier support cases with speed and credibility.
Bring a strong cross-functional mindset—translating frontline signals into product, policy, or process change by partnering across Engineering, Product, S&O, and more.
Know how to balance people leadership and operational excellence, building resilient, empowered teams while shipping meaningful outcomes.
Have a track record of designing workflows and automation to remove friction, scale quality, and reduce cost without losing fidelity.
Are comfortable owning the narrative with senior stakeholders, bringing structure and clarity to ambiguous or high-stakes issues.

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See below for paid time off details:

For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national base pay range for this position within the United States, including Illinois and Colorado.$143,400—$210,900 USD

About DoorDash

Our Commitment to Diversity and Inclusion

If you need any accommodations, please inform your recruiting contact upon initial connection.

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Senior Analyst Escalations, Customer Care - Mexico City

Are you passionate about helping others and providing a world-class customer experience? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then join Western Union as a Senior Analyst Escalations, Customer Care.

Western Union powers your pursuit.

In your role you will support administration duties and local/regional projects and tasks providing consistent, informative, and accurate information within the communications function, with a focus on the following:

Role Responsibilities

Support our agents and proactively contact them to obtain business intelligence.
Collaborate with our internal teams on managing the relationship on the functional side with some key partners.
Ensure that documentation/procedures/ measurements are kept up to date with industry standards.
Prepare reports and daily/weekly/Monthly review of the performance against KPI's in conjunction with Call Centre management, MIS, and Quality Analysts.
Work on escalated cases to provide first interaction resolution and find opportunities for improvement through Root Cause Analysis.
Contributes to the team environment and maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Role Requirements

Strong verbal and written English and Spanish skills are required.
+2 years of experience in the call center industry (with previous supervisory or customer service capacity experience preferred).
A bachelor's degree or studying in a related field is desirable.
High school degree is required.
Analytical skills and logical thinker with effective time management skills and ability to multi-task.
Strong ability to solve problems while focusing on excellent customer service.
Intermediate/Advanced Excel.
Teamwork attitude.

We make financial services accessible to humans everywhere. Join us for what’s next.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few
(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Mexico-specific benefits include:

Grocery vouchers
2 personal days off
Special days for marriage or concluding an academic degree.
15 days off for the Birth of the Child and/or adoption

#LI-GGC

Estimated Job Posting End Date:

08-27-2025

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

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At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Responsibilities:

Create a personalized, positive and effortless experience for the Lyft community
Provide friendly, timely support to Lyft drivers via chat, email and phone
Troubleshoot user problems with the Lyft app
Document all support contacts in a CRM system
Make recommendations based on feature requests and bugs reported by users
Be a community advocate for Lyft

Experience:

1+ years experience in customer service, required.
1+ years experience in call center a plus, but not mandatory
Computer proficiency required
Friendly and enthusiastic, social personality
Dependable and punctual with time management skills
Strong writing skills and impeccable attention to detail
Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
Ability to quickly learn web-based user support applications
Comfortable in a fast-paced environment, subject to rapid change and uncertainty
Keen ability to work independently and in a team
High level of comfort and familiarity with smartphone applications (iPhone and Android)
Willingness to work a range of hours, weekends and holidays

This role is fully remote in Mexico City, candidates for this role must be based in the Mexico City metro area.

Please submit your resume in English.

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Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
\nOur vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Job Description

Your Career

The team is an exciting crossroads between Support/TAC (Technical Assistance Center) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Services organization at Palo Alto Networks. On any given day members of the team may work with new products and software very early in the new product lifecycle, provide training, assist a support engineer with a customer issue, replicate a complex issue in our lab or help improve features for supportability and usability. We are a relatively small global team and will only consider the top people from a support or engineering background. You are a good candidate if you are excellent at working with many cross-functional teams such as developers, product management, sales and also customers. In particular, you will be engaging with the Prisma Access Browser product –the industry’s only SASE-native secure browser.

Your Impact

Learning the product by handling cases escalated from the support teams, before they reach Engineering. Creating and developing enablement materials for Support - troubleshooting docs and processes.
Identifying widespread issues, sending guidelines and communicating updates
Identify supportability and usability requirements for new releases during the design phase as well as post GA via enhancement requests
Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs
Develop tools for TAC – For better visibility and troubleshooting
Monitor and identify case trends. Sometimes there are opportunities to “catch” a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security

Qualifications

Your Experience

Experience: 5+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)
Excellent written and verbal communication skills
Experience troubleshooting complex Network issues
Proficient in Web Protocols, HTTP, HTTPS, TLS
Expertise in Windows troubleshooting
Comfortable with usage of tools such as Wireshark or chrome developer tools and ability to isolate issues related to OS / Network security layer

Nice to have:

Expertise in troubleshooting additional OSs (Linux, MacOS, iOS or Android)
Multi-vendor Zero-Trust Network access vendor experience (PANW, Cisco, Checkpoint, IPS / IDS systems, IdPs)
Experience as an Enablement Engineer or an Escalations Engineer is a plus
Scripting skills (JS/Python/Powershell) are a plus.
Experience training internal technical teams
Familiarity with Browser Architecture

Additional Information

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it just evolves. Our technical team provides behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

#LI-NS14

Our Commitment
\n
\nWe’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

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Overview

Join our Escalation & Expert Centre team to deliver swift, expert resolutions to challenging customer issues—often achieving results remotely and eliminating the need for on-site visits. You'll collaborate with a skilled, mission-driven team that values innovation and consistently delivers exceptional service at every interaction.

As the Escalation and Expert Centre Specialist, you will act as a liaison, provide product/services information and resolve any emerging problems that our customers might face; they embody the Waters corporate identity in appearance, demeanour, values and ethics. Expert Centre specialists are key organizational people who help our customers in resolving any issues as quickly and efficiently as possible. They have a strong positive influence on our internal and external customers and provide an exceptional customer experience to them at every touch point.

Responsibilities

Roles & Responsibilities :

Manage Level 2 Hardware Escalations for Waters - India.
Manage incoming Web Requests, email and phone lines for technical queries.
Manage the customer journey from the logging of a corrective call to successful completion, setting expectations and delivering an exceptional customer experience throughout.
Work in partnership with Waters field service engineers and Waters support teams to quickly resolve customer issues and maximise customer satisfaction.
Quick and effective resolution of customers queries resolving the maximum possible number of customer issues remotely.
Actively participate in Waters Internal Escalation calls and meetings, keeping customers well informed of progress.
Utilise, promote and contribute to Waters tools, such a Waters Knowledge Base and ‘How to Video’s’.
Provide customers with high quality technical advice and direction, working closely and acting as a point person with Waters Global Service Support [GSS].
Practice commercial awareness to position billable and plan solutions to our customer to drive their success.
Carry out site work such as PM visits installations, support and product training sessions to maintain Skill Sets.
Maintain Customer call tracking database in accordance with Company Policy.
Drive internal and Customer KPI's to best in class standard.
Anticipated up to 20% on customer sites delivering services to maintain hand on skills.

Qualifications

Successful candidate is likely to have the following competencies:

Education to a minimum of Degree level in Chemistry/Biochemistry/Electronics
Experience with U/HPLC & MS instrumentation and Laboratory Data Systems (3 years)
Knowledge of HPLC & MS qualification procedures
Good communication skills both written and verbal, and enjoy personal interaction and relationship building
Calm under pressure and the ability to prioritize workload
Impeccable customer skills with a high level of attentiveness and empathy
Highly organized with good time management skills and a can-do attitude
Strong problem-solving skills and the ability to think innovatively and outside the box
An ability to negotiate both internally and externally with various stakeholders including customers
An accomplished Team Player, who enjoys working closely with diverse personalities and cross functional groups across a variety of cultures
Desire to expand knowledge, learn, grow and develop in a fast-moving business environment
An early adopter and someone who embraces and advocates new technologies
Willingness to travel up to 25% of the time.

Company Description

Waters Corporation (NYSE:WAT) is a global leader in analytical instruments, separations technologies, and software, serving the life, materials, food, and environmental sciences for over 65 years. Our Company helps ensure the efficacy of medicines, the safety of food and the purity of water, and the quality and sustainability of products used every day. In over 100 countries, our 7,600+ passionate employees collaborate with customers in laboratories, manufacturing sites, and hospitals to accelerate the benefits of pioneering science.

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.

","hiringOrganization":{"@type":"Organization","name":"Waters Corporation","sameAs":"https://www.waters.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Bangalore, KA, India","addressCountry":"India","addressRegion":"Asia/Pacific"}}}},{"@type":"ListItem","position":38,"item":{"@type":"JobPosting","title":"Client Escalations Anti-money laundering - Analyst","datePosted":"2025-08-01","description":"

Bring your expertise to JPMorgan Chase. As part of Risk Management and Compliance, you are at the center of keeping JPMorgan Chase strong and resilient. You help the firm grow its business in a responsible way by anticipating new and emerging risks, and using your expert judgement to solve real-world challenges that impact our company, customers, and communities. Our culture in Risk Management and Compliance is all about thinking outside the box, challenging the status quo, and striving to be best-in-class.

As an Anti-Money Laundering/Know Your Customer Analyst within the AML/KYC Oversight team, you will lead and manage a program to ensure our products and customer base comply with the Bank Secrecy Act, PATRIOT Act, and Financial Industry Regulatory Authority requirements. You will collaborate closely with various groups, including AML/KYC Operations, Consumer and Community Banking Anti-Money Laundering/Know Your Customer Governance and Oversight, and Global Financial Crimes Compliance teams, to fulfill ongoing requirements for capturing, reporting, and monitoring compliance with regulatory standards. This role demands a detail-oriented approach, strong investigative skills, and effective collaboration across teams.

Job Responsibilities:

Coordinate and collaborate with internal and external stakeholders to define program requirements, objectives, and deliverables.
Monitor project progress, identify potential issues, and implement corrective actions as needed.
Conduct thorough investigations to ensure compliance with regulatory standards and identify areas for improvement.
Provide clear and concise updates to stakeholders and senior management.
Foster a positive team environment, providing guidance, support, and mentorship to program partners.
Ensure meticulous attention to detail in all aspects of program management and reporting.

Required qualifications, capabilities, and skills:

Mimimum 4 years of financial service experience in AML/KYC
Minimum 1 year demonstrated experience leveraging analytics and data mining to deliver tangible business improvements
Proven experience working on large-scale, complex projects with multiple stakeholders.
Exceptional leadership, organizational, and time management skills.
Excellent communication and interpersonal skills, with the ability to effectively convey information to diverse audiences.
Strong problem-solving abilities and a proactive approach to identifying and mitigating risks.
Ability to work under pressure and manage multiple priorities in a fast-paced environment.
Demonstrated ability to conduct detailed investigations and analyses.
Strong collaborative skills, with experience working across teams and departments.

Preferred qualifications, capabilities, and skills:

Controls, audit, quality assurance, risk management, or compliance preferred

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

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Overview

Responsibilities

Role & Responsibilities :

Manage Level 2 Hardware Escalations for Waters - India.
Manage incoming Web Requests, email and phone lines for technical queries.
Manage the customer journey from the logging of a corrective call to successful completion, setting expectations and delivering an exceptional customer experience throughout.
Work in partnership with Waters field service engineers and Waters support teams to quickly resolve customer issues and maximise customer satisfaction.
Quick and effective resolution of customers queries resolving the maximum possible number of customer issues remotely.
Actively participate in Waters Internal Escalation calls and meetings, keeping customers well informed of progress.
Utilise, promote and contribute to Waters tools, such a Waters Knowledge Base and ‘How to Video’s’.
Provide customers with high quality technical advice and direction, working closely and acting as a point person with Waters Global Service Support [GSS].
Practice commercial awareness to position billable and plan solutions to our customer to drive their success.
Carry out site work such as PM visits installations, support and product training sessions to maintain Skill Sets.
Maintain Customer call tracking database in accordance with Company Policy.
Drive internal and Customer KPI's to best in class standard.
Anticipated up to 20% on customer sites delivering services to maintain hand on skills.

Qualifications

Successful candidate is likely to have the following competencies:

Education to a minimum of Degree level in Chemistry/Biochemistry/Electronics
Experience with U/HPLC & MS instrumentation and Laboratory Data Systems (3 years)
Knowledge of HPLC & MS qualification procedures
Good communication skills both written and verbal, and enjoy personal interaction and relationship building
Calm under pressure and the ability to prioritize workload
Impeccable customer skills with a high level of attentiveness and empathy
Highly organized with good time management skills and a can-do attitude
Strong problem-solving skills and the ability to think innovatively and outside the box
An ability to negotiate both internally and externally with various stakeholders including customers
An accomplished Team Player, who enjoys working closely with diverse personalities and cross functional groups across a variety of cultures
Desire to expand knowledge, learn, grow and develop in a fast-moving business environment
An early adopter and someone who embraces and advocates new technologies
Willingness to travel up to 25% of the time.

Company Description

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At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Responsibilities:

Create a personalized, positive and effortless experience for the Lyft community
Provide friendly, timely support to Lyft drivers via chat, email and phone
Troubleshoot user problems with the Lyft app
Document all support contacts in a CRM system
Make recommendations based on feature requests and bugs reported by users
Be a community advocate for Lyft

Experience:

1+ years experience in customer service, required.
1+ years experience in call center a plus, but not mandatory
Computer proficiency required
Friendly and enthusiastic, social personality
Dependable and punctual with time management skills
Strong writing skills and impeccable attention to detail
Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
Ability to quickly learn web-based user support applications
Comfortable in a fast-paced environment, subject to rapid change and uncertainty
Keen ability to work independently and in a team
High level of comfort and familiarity with smartphone applications (iPhone and Android)
Willingness to work a range of hours, weekends and holidays

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Mexico City — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

Please submit your resume in English.

","hiringOrganization":{"@type":"Organization","name":"Lyft","sameAs":"https://www.lyft.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Mexico City, Mexico","addressCountry":"Mexico","addressRegion":"North America"}}}},{"@type":"ListItem","position":41,"item":{"@type":"JobPosting","title":"Talent Compliance- Escalations and Policy Manager","datePosted":"2025-08-12","description":"

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Reporting to the leader of our global talent policy and compliance team, this role provides advisory support and oversight of compliance risks across the employee lifecycle. Key responsibilities include managing escalations, guiding decision-making, and ensuring accurate documentation. The role is accountable for the consistent and compliant handling of all escalation types, in alignment with regulatory requirements and RSM’s operational standards.

Job Responsibilities:

Develop a deep understanding of the department, business units, and overall firm strategy to align compliance initiatives with organizational goals
Partner with key stakeholders to ensure consistent application of compliance policies and proactively identify legal and regulatory risks
Support the implementation of strategies to mitigate compliance risks associated with RSM processes and procedures
Stay current on industry trends, employment laws, and HR best practices to inform policy development and risk mitigation strategies
Manage escalations related to background checks, I-9 employment verifications, and other pre-hire and onboarding activities, ensuring accuracy and regulatory compliance
Provide subject matter expertise on leave of absence administration, ensuring adherence to FMLA, ADA, state and local regulations, and firm policies
Oversee offboarding processes to ensure compliance with internal protocols and external legal requirements
Address and resolve compliance-related escalations in a timely and effective manner
Build consensus and secure buy-in from internal stakeholders on proposed compliance recommendations and process improvements
Collaborate cross-functionally with teams across all offices, including Talent, to ensure consistent application of compliance standards
Lead the Talent compliance component of RFP responses, ensuring timely, accurate, and compliant submissions
Design and deliver training and guidance to Talent Operations and other Talent team members on compliance policies and procedures
Perform other duties as assigned to support the Talent function and the business

Minimum Requirements

5+ years of experience in HR compliance, policy administration, or talent operations
Extensive knowledge of global, federal, state, and local employment laws, regulatory framework, and compliance requirements, with proven experience applying them effectively in a corporate environment
Demonstrated experience managing escalations processes with a focus on compliance and risk mitigation
Proven ability to collaborate cross-functionally and influence stakeholders across multiple business units
Sound judgment and accountability in decision-making and follow-through
Solution-oriented mindset with outstanding organizational and problem-solving abilities
Excellent written and verbal communication skills, with the ability to translate complex compliance requirements into practical guidance
Strong organizational and project management skills with the ability to manage competing priorities and meet deadlines
Experience handling sensitive and confidential information

Preferred Requirements

Bachelor’s degree in Human Resources, Business Administration, Legal Studies, or a related field
Prior experience in a regulated or professional services environment is highly beneficial
Familiarity with RFP processes and compliance related contributions
Experience developing and delivering training on compliance policies and procedures
Reputation for providing superior customer service and building a culture around customer service
Proven ability to collaborate effectively with internal peers and external business partners
Proficiency in Microsoft Office Suite and strong overall computer literacy
Ability to work well under pressure; meet established targets and goals in a high volume, fast-paced and rapidly changing work environment

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com.

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records in accordance with the requirements of applicable law, including but not limited to, the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the San Francisco Fair Chance Ordinance. For additional information regarding RSM’s background check process, including information about job duties that necessitate the use of one or more types of background checks, click here.

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range: $102,800 - $176,000

Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.

","hiringOrganization":{"@type":"Organization","name":"RSM","sameAs":"https://rsmus.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"USA-MN-Virtual, United States","addressCountry":"United States","addressRegion":"North America"}}}},{"@type":"ListItem","position":42,"item":{"@type":"JobPosting","title":"High Priority Escalations Specialist, Global Response Operations","datePosted":"2025-08-09","description":"The High Priority Escalations Team is part of Global Response Operations whose mission is to advocate for and protect every person, community, and business from risk. We do this by identifying, preventing and mitigating integrity and support risks across the Meta ecosystem, particularly during critical moments.

The High Priority Escalations Team focuses on strategically investigating, enforcing and coordinating response for the most important issues on Meta’s Family of Apps. The Team designs and implements immediate and mid-term mitigation plans to implement Meta policies and leverage operational expertise. We respond to real-time crises, identify and evaluate emerging risks, conduct risk-related investigations and assess what we could be doing to best benefit our communities. The team is responsible for understanding, communicating and mitigating new, emerging and highly ambiguous operational risks. The team possesses demonstrated experience of Meta’s systems across tools, products, policies, processes, which allows us to design and deploy a wide-ranging set of short-term and systemic mitigation strategies to accurately respond to risk across platforms, domains, policy and regions, in close collaboration with cross functional partners. The team is at the forefront of managing crises, elections, and other unknown or fringe issues that occur on our platforms. This is an exciting opportunity to help drive impact and strengthen user trust on Meta’s family of apps.High Priority Escalations Specialist, Global Response Operations Responsibilities

Review and investigate high priority escalations across Meta’s family of apps and respond to sensitive inquiries
Address sensitive content and ads issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial material including graphic videos or images
Interpret and enforce Meta’s terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines)
Using various internal tools for escalations management and ensure tooling gaps are surfaced appropriately
Adapt to changing requirements and scope on escalations and prioritize requests effectively
Solve problems on Meta’s family of apps and propose creative solutions in high pressure escalations, ambiguous scenarios and work with a sense of urgency
Showcase grace under pressure and ensure effective and timely communication with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product and Engineering
Work in a 24/7 Global team which requires on call shifts including rotational weekends and after-hours work
Understand the Escalations ecosystem and leverage different teams for their primary expertise as required
Proactively and independently gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process and provide recommendations for process, policy and product improvements
Ensure seamless collaboration with the Global team and partner cross functional teams

Minimum Qualifications

4+ years of experience in Escalations Management, Risk Management, Consulting or a similar role
Demonstrated experience of working conceptually and strategically, with a proven track record of transforming operations to enhance customer experience through innovation and continuous improvement
Demonstrated experience building relationships and influencing across global cross-functional teams
Proven experience making sound judgments under tight deadlines and competing priorities

Preferred Qualifications

4+ years of experience in an Investigations role, Trust & Safety or Online Operations for a tech company
Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal, Government entities or equivalent
Experience with analytical tools (like Excel or SQL) to drive analytics and operational decision making
Expertise managing projects or programs across timezones with multiple stakeholders

Minimum qualifications:

Bachelor's degree or equivalent practical experience.
7 years of experience in data analytics, Trust and Safety, policy, cybersecurity, or a related field.
Experience in presenting to technical stakeholders and executive leaders.
Experience in content policy, anti-abuse, or customer support operations and in data analysis or coding (e.g., Python).

Preferred qualifications:

Knowledge of international and geopolitical events and their impact on global companies.
Ability to work through ambiguity in a changing and pressure environment.
Excellent communication skills with the ability to work in cross-functional teams (e.g., stakeholders and executives).
Excellent problem-solving and thinking skills with attention to detail.

About the job

The Trust and Safety team has the responsibility of protecting Google's users by ensuring their online safety by fighting abuse and badness across Google products.

In this role, you will develop and manage cross-functional relationships with Operations, Engineering, Product and Legal teams in a effort to improve processes for identifying and resolving policy and quality issues on Search and Generative AI. You will be responsible to analyze market trends, set forward-looking strategy, and implement solutions to solve user safety and quality issues to ensure a quality user experience across Search and Generative AI products. You will understand the user and use operational and technical acumen to protect the users. You will work globally and cross-functionally to navigate testing online safety situations and manage abuse and fraud cases. You will work with sensitive content or situations and may be exposed to graphic, controversial or upsetting topics or content.At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages.

Responsibilities

Perform on-call responsibilities on a rotating basis, including weekend coverage, and make policy decisions and implement fixes.
Ensure trust and reputation not only for Search and Generative AI, but also for Google as a brand and company by fighting abuse.
Analyze data on past escalations to drive process, product, and policy improvements, and manage policy escalations processes across Search, News, Google Assistant and Generative AI.
Analyze market trends, set forward-looking strategy, and implement solutions to solve user safety and quality issues, to ensure a quality user experience across Search and Generative AI products.
Develop and manage cross-functional relationships with Engineering, Product, Legal and Operations teams.

","hiringOrganization":{"@type":"Organization","name":"Google","sameAs":"https://www.google.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Bengaluru, Karnataka, India; Hyderabad, Telangana, India","addressCountry":"India","addressRegion":"Asia/Pacific"}}}},{"@type":"ListItem","position":44,"item":{"@type":"JobPosting","title":"Escalations Specialist Japanese, Worldwide Operatons Security (WWOS)","datePosted":"2025-08-20","description":"Amazon is seeking articulate, strategic applicants with a desire to work directly with customers, law enforcement and drivers to mitigate security and operational risks and bring to successful resolution in support of our Shipping and Delivery Support (SDS). SDS is the heart of transportation across the Amazon Supply Chain network, supporting multiple regions such as US, CA, MX, UK, India, and many countries within EU. It ensures hassle-free, timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers. The applicant will exemplify the Amazon Customer Service goal to be Earth’s most customer-centric company by solving driver and customer problems appearing throughout all delivery experiences.

This unique role handles law enforcement, customer and driver contacts through different communication channels including phone, email, and chat. Demonstrated ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role.

This role will be located at our Global Security Operations Center (GSOC). The GSOC provides: global, regional, localized crisis management coordination and facilitation, regional geopolitical and security risk monitoring and expertise, and assistance with alarm monitoring services for Amazon’s regional locations, coordinates and facilitates the crisis management response to significant Workplace Incident Management events (workplace violence; WIM), troubleshoots issues with the alarm access control system, and issues credentials to critical data locations, among other daily service and projects

Key job responsibilities
- Support to drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools along with triaging incidents which could occur during delivery of customer’s orders.
- Be an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers)
- Quickly resolves any potential issues that may impact driver and customer delivery experience.
- Manage email and phone communications, providing and supporting other functions and/or projects tasked by the Crisis Operations Manager, or Assistant Crisis Operations Manager.
- Shift work will be required, potentially to include nights, weekends and Public Holidays.
- Must be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts.
- We are open 24 hours and day and 7 days a week

A day in the life
The Escalations Specialist will intake last mile emergency incidents that impact operations, life/safety, and Amazon brand. Assisting in the notification process of Amazon and their stakeholders.

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team
The Global Emergency Escalations team consist of Escalations Specialist operating in 14 different languages supporting last mile deliveries globally, consisting of Crisis Managers and Escalation Specialist. They intake incidents assisting reporting persons that included customers, community members, law enforcement, and delivery drivers. We specialize in last mile on the road incidents investigating driver's routes and assisting Amazon sites globally.

Basic Qualifications

- High school or equivalent diploma
- Conversational level fluency in Japanese
- 3+ months of customer service experience/Operation Call/Command Center work environment
- 1+ years of experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
- Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment
- Typing skills at 35 words per minute with high accuracy
- Knowledge of working over internet and successfully navigating websites

Preferred Qualifications

- Bachelor’s degree – Criminal Justice, Political Science, Crisis Management, Business Administration or similar
- Ability to act with a high level of empathy, patience, and ownership with each customer
- Experience resolving conflicts and setting appropriate expectations with customers
- Experience providing crisis management triage
- Exemplary performance record, particularly with regard to quality & productivity
- Experience working in fast paced environments, and managing workload even during times of stress or escalated activity
- Demonstrates effective, clear and professional written and oral communication and attention to detail
- Demonstrates effective communication, composure, empathy, and a positive professional attitude
- Customer Focus - Experience in approaching problems logically and with good judgment to ensure the appropriate customer outcome

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $42,300/year in our lowest geographic market up to $72,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

","hiringOrganization":{"@type":"Organization","name":"Amazon.com","sameAs":"https://www.amazon.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Goodyear, Arizona, USA","addressCountry":"United States","addressRegion":"North America"}}}},{"@type":"ListItem","position":45,"item":{"@type":"JobPosting","title":"Escalations Specialist Turkish, Worldwide Operatons Security (WWOS)","datePosted":"2025-08-20","description":"Amazon is seeking articulate, strategic applicants with a desire to work directly with customers, law enforcement and drivers to mitigate security and operational risks and bring to successful resolution in support of our Shipping and Delivery Support (SDS). SDS is the heart of transportation across the Amazon Supply Chain network, supporting multiple regions such as US, CA, MX, UK, India, and many countries within EU. It ensures hassle-free, timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers. The applicant will exemplify the Amazon Customer Service goal to be Earth’s most customer-centric company by solving driver and customer problems appearing throughout all delivery experiences.

This unique role handles law enforcement, customer and driver contacts through different communication channels including phone, email, and chat. Demonstrated ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role.

This role will be located at our Global Security Operations Center (GSOC). The GSOC provides: global, regional, localized crisis management coordination and facilitation, regional geopolitical and security risk monitoring and expertise, and assistance with alarm monitoring services for Amazon’s regional locations, coordinates and facilitates the crisis management response to significant Workplace Incident Management events (workplace violence; WIM), troubleshoots issues with the alarm access control system, and issues credentials to critical data locations, among other daily service and projects

Key job responsibilities
- Support to drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools along with triaging incidents which could occur during delivery of customer’s orders.
- Be an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers)
- Quickly resolves any potential issues that may impact driver and customer delivery experience.
- Manage email and phone communications, providing and supporting other functions and/or projects tasked by the Crisis Operations Manager, or Assistant Crisis Operations Manager.
- Shift work will be required, potentially to include nights, weekends and Public Holidays.
- Must be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts.
- We are open 24 hours and day and 7 days a week

A day in the life
The Escalations Specialist will intake last mile emergency incidents that impact operations, life/safety, and Amazon brand. Assisting in the notification process of Amazon and their stakeholders.

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team
The Global Emergency Escalations team consists of Escalations Specialists operating in 14 different languages supporting last mile deliveries globally, consisting of Crisis Managers and Escalation Specialist. They intake incidents assisting reporting persons that included customers, community members, law enforcement, and delivery drivers. We specialize in last mile on the road incidents investigating driver's routes and assisting Amazon sites globally.

Basic Qualifications

- High school or equivalent diploma
- Conversational level fluency in Turkish
- 3+ months of customer service experience/Operation Call/Command Center work environment
- 1+ years of experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
- Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment
- Typing skills at 35 words per minute with high accuracy
- Knowledge of working over internet and successfully navigating websites

Preferred Qualifications

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Regulatory Response Specialist - German Speaking (Customer Escalations)

We’re looking for a fluent German speaker with excellent written and verbal communication skills and 2+ years’ customer service or escalation experience to join our Regulatory Response team. This full-time, remote role can be based anywhere in Ireland and involves being the bridge between guests, hosts, and internal teams to solve complex, high-impact cases in a fast-paced environment. You’ll stay calm under pressure while delivering empathetic, solutions-focused support. If you’re adaptable, proactive, and ready to join a supportive, high-performing team with clear growth opportunities, we’d love to hear from you.

The Regulatory Response team works closely with our regional and global legal, public policy, and public relations teams to intake and action contact from government and consumer regulatory bodies, uphold and support work of legitimisation agreements, and additional ad-hoc work that protects the brand’s compliance and legal standing with our external stakeholders. The team takes point on enforcement of Airbnb’s Non-Discrimination Policy and our Data privacy work, along with managing issues regarding Ownership/Landlord disputes, and general issues related to the legality of home sharing in different markets.

As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

Responsibilities

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Handle cases with complexities with the highest level of service

Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone
End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines
Develop a deep understanding of complex workflows and follow them
Understand how to summarise user issues and escalate to leadership as needed

Combining efficiency with quality: Manage multiple user cases at the same time while remaining efficient, professional and organized

Recognise case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
Adapt to your schedule & its potential modifications based on business needs

Participating in your service’s improvement: Be a team player & support operational success as directed by your Management

Demonstrate and share best practices with teammates to drive success at the global service level
Participate in roundtable discussions for upcoming changes and launches

Qualifications

Your background & experience

2+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact centre environment making calls and handling customer/client contacts
Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred
Interest or prior experience in legal/policy/consumer bodies/regulatory issues
Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs but currently looking for Sunday - Thursday coverage.

Your skills & expertise

Good interpersonal and communication skills, both written and spoken, including conflict resolution.
Ability to organise your work, multitask, prioritise and organise tasks, and to work within prescribed schedules including breaks, lunches, and training time
Ability to adapt to new tasks and responsibilities as needed.
Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
Basic computer literacy, including Apple/Mac OS and Google Suite
Language proficiency in German and English, other languages are a plus

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

","hiringOrganization":{"@type":"Organization","name":"Airbnb","sameAs":"https://www.airbnb.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Dublin, Ireland","addressCountry":"Ireland","addressRegion":"Europe"}}}},{"@type":"ListItem","position":47,"item":{"@type":"JobPosting","title":"Escalations Specialist - Community, Regulatory, & Legal Specialized Enforcement Ops","datePosted":"2025-07-16","description":"Every day, people come to Meta's family of apps to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Meta’s Global Operations team exists to help them.

Within Global Response Operations, our Community, Regulatory, & Legal Specialized Enforcement Operations team is focused on reducing bad experiences for people - including users, regulators, business, and advertisers through the enforcement of Meta’s policies. We collaborate with teams from across Meta to resolve highly sensitive and complex cases. Our team is seeking a proactive, analytical team player who thrives in ambiguity, remains committed to quality and efficiency in high-pressure situations, and communicates clearly and concisely.

You will be part of a data-driven team and will also help scale our operations by optimizing and automating processes, solving problems and, most importantly, helping to prevent them. This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other potential objectionable material. I.e., child exploitation, graphic violence, animal abuse, self-injury and other content which may be considered offensive or disturbing.Escalations Specialist - Community, Regulatory, & Legal Specialized Enforcement Ops Responsibilities

Interpret and enforce Meta’s terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (including content that may be graphic and objectionable)
Respond to escalated cases from users, regulators, and business/advertiser partners with high quality, accuracy, and speed
Remain up-to-date on key workflow changes, operational guidelines, policy updates and Community Standards
Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Workforce Strategy, Global Operations and others to problem-solve and develop solutions for a variety of issues and projects for users, regulators, and business/advertiser partners
Partner with cross-functional partners to drive continuous policy, product, and process improvements for users, regulators, and business/advertiser partners
Develop and design processes to drive efficiency and effectiveness and ensure essential key performance indicators are met
Work with cross-functional partners in Global Operations to manage the support and enablement experience offered via vendor programs, such as driving initiatives to improve vendor workflows, quality assurance and overall process efficiency
Recognize, analyze and disseminate abuse and business intelligence to relevant stakeholders, examples include emerging abuse trends, notifications of spikes in escalation metrics
Support with the review of additional content (including content that may be graphic and objectionable), in the unlikely event that the continuity of our business or elements of our business are at risk
Please note that some weekend work may be required on a shift basis

Minimum Qualifications

3+ years of experience in an online operation, analyst, escalations environment or similar
Experience prioritizing and balancing multiple functions, tasks, and requests
Experience working collaboratively with a variety of global cross-functional partners and sharing knowledge within a fast-moving organization
Willingness and experience working some weekends on a shift basis
Experience working independently and reliably under pressure timeframes in a fast-paced environment
Proactive self-starter with experience working in ambiguity
Analytical-thinking and problem-solving experience
Experience assessing intellectual property policy, graphic, sensitive and potentially offensive or controversial content
Capacity to work with graphic and objectionable content
Understanding the power of social media for business and our global community and the issues that are inherent to it

Preferred Qualifications

Experience facilitating user support communications with top quality service levels
Experience gathering and analyzing data to influence business decisions, improve internal systemic efficiencies, and/or understand risk trends in content
Experience in regulatory and/or business and advertiser intelligence programs (suggested, but will need to be assessed against actual experience)

Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location

\n\n\n\n
\n\n\nDescription:\n\n\n\n\n

Handle prepaid billing complaints, investigating customer issues and developing resolutions to enhance customer experience.
Identify and track product/system errors, billing issues, and product feature defects, escalating issues as necessary. Ensure integrity and accuracy of product functionality on all applicable systems.
Track customer complaints and maintain records and support first-call resolution efforts across all channels.
Assist in root cause analysis to identify trending issues.
Participate in post-implementation reviews of products and services and liaison with support teams to ensure defects on MTN products and services are corrected and recommendations implemented.
Promote and ensure compliance with (Company policies, processes and procedures, overall objectives of the organization, regulatory & legal) within the business framework.
Participate in Projects and requirement review sessions for Process Improvement on Prepaid sim Functionalities.
Ensure all assigned Trouble tickets are resolved and closed within the agreed SLA.
Reconcile billing and adjustments on customer transactions
Channel Support Framework: Management and Support of MTN Service Centers, Connect Stores & Points, Virtual Teams, ISON online team, Account Management Partners and other internal teams.
Attend and resolve complex issues escalated by departments like Customer Relations, S&D, Staff, IT support etc.
Collaborate with other teams to carry out User Acceptance Test (UAT)/Sanity prior to rollout of products/services/process redesign to ensure it conforms to all agreed customer support requirements, standards and ensure products meet specification and requirement to satisfy customer needs.
Participate in the design, development and management of products, services, and applications that meet the requirements of MTNN’s prepaid customers. (product Review)
Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Take ownership of customer issues reported and see problems through to resolution, Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
Review claims related to product and service transactions, advise the legal unit on customer experience management, and attend court appearances to defend the reviews conducted.

\n\n\n\n\n
\n\n\nEducation:\n\n\n\n\n

First degree in related discipline
Fluent in English

\n\n\n\n\n
\n\n\nExperience:\n\n\n 3-7 years’ experience which includes\n \n\n\n\n

Experience working in a medium organization.
Experience in a call Centre (Prepaid) environment (Customer Care Rep (Retention& Churn):
Root cause and analysis

\n\n\n\n
\n\n

\n\n

We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.

We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career.

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Obsessions: How We Do It

The behaviors that keep our culture strong and safe.

1. Light It Up!

Always Do This:

🔹 Bring all your heart and all your smarts to us.

Never Do This:

❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself.

2. Raise Your Hand. Speak Your Mind.

Always Do This:

🔹 Respectfully but firmly challenge any threat to what we stand for.

Never Do This:

❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you.

3. Collaborate. Don’t Isolate.

Always Do This:

🔹 Share what you know and respect what others can teach you.

Never Do This:

❌ Never think that you are great unless you help make others great too.

4. Things Always Get Better Here.

Always Do This:

🔹 Take your own steps forward to improve and strengthen us.

Never Do This:

❌ Never believe or cause others to believe that \"not now\" means \"not ever.\"

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Then, join MTN Nigeria!

Welcome to our Y’ello Family, where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place.

Our Employee Value Proposition enables you to:

🟡 Work with meaning

🟡 Connect to develop

🟡 Thrive in positivity

🟡 Grow with purpose

Live inspired.

It’s a great place to work! Take that bold step and apply today!

*Eligible Females and People with Disabilities are encouraged to apply.

*MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications.

*MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.

For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com

By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/).

","hiringOrganization":{"@type":"Organization","name":"MTN","sameAs":"https://www.mtn.com/"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Ikoyi, Lagos, South West Region, Nigeria","addressCountry":"Niger","addressRegion":"Africa"}}}},{"@type":"ListItem","position":49,"item":{"@type":"JobPosting","title":"Escalations Specialist - Community, Regulatory, & Legal Specialized Enforcement Ops","datePosted":"2025-08-09","description":"Every day, people come to Meta's family of apps to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Meta’s Global Operations team exists to help them.

Within Global Response Operations, our Community, Regulatory, & Legal Specialized Enforcement Operations team is focused on reducing bad experiences for people - including users, regulators, business, and advertisers through the enforcement of Meta’s policies. We collaborate with teams from across Meta to resolve highly sensitive and complex cases. Our team is seeking a proactive, analytical team player who thrives in ambiguity, remains committed to quality and efficiency in high-pressure situations, and communicates clearly and concisely.

You will be part of a data-driven team and will also help scale our operations by optimizing and automating processes, solving problems and, most importantly, helping to prevent them. This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other potential objectionable material. I.e., child exploitation, graphic violence, animal abuse, self-injury and other content which may be considered offensive or disturbing.Escalations Specialist - Community, Regulatory, & Legal Specialized Enforcement Ops Responsibilities

Interpret and enforce Meta’s terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (including content that may be graphic and objectionable)
Respond to escalated cases from users, regulators, and business/advertiser partners with high quality, accuracy, and speed
Remain up-to-date on key workflow changes, operational guidelines, policy updates and Community Standards
Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Workforce Strategy, Global Operations and others to problem-solve and develop solutions for a variety of issues and projects for users, regulators, and business/advertiser partners
Partner with cross-functional partners to drive continuous policy, product, and process improvements for users, regulators, and business/advertiser partners
Develop and design processes to drive efficiency and effectiveness and ensure essential key performance indicators are met
Work with cross-functional partners in Global Operations to manage the support and enablement experience offered via vendor programs, such as driving initiatives to improve vendor workflows, quality assurance and overall process efficiency
Recognize, analyze and disseminate abuse and business intelligence to relevant stakeholders, examples include emerging abuse trends, notifications of spikes in escalation metrics
Support with the review of additional content (including content that may be graphic and objectionable), in the unlikely event that the continuity of our business or elements of our business are at risk
Please note that some weekend work will be required on a shift basis

Minimum Qualifications

5+ years of experience in an online operation, analyst, escalations environment or similar
Experience prioritizing and balancing multiple functions, tasks, and requests
Experience working collaboratively with a variety of global cross-functional partners and sharing knowledge within a fast-moving organization
Willingness and experience working some weekends on a shift basis
Experience working independently and reliably under pressure timeframes in a fast-paced environment
Proactive self-starter with experience working in ambiguity
Analytical-thinking and problem-solving experience
Experience assessing intellectual property policy, graphic, sensitive and potentially offensive or controversial content
Capacity to work with graphic and objectionable content
Understanding the power of social media for business and our global community and the issues that are inherent to it

Preferred Qualifications

Experience facilitating user support communications with top quality service levels
Experience gathering and analyzing data to influence business decisions, improve internal systemic efficiencies, and/or understand risk trends in content
Experience in regulatory and/or business and advertiser intelligence programs (suggested, but will need to be assessed against actual experience)

About Meta Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.

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Within Global Response Operations, our Community, Regulatory, & Legal Specialized Enforcement Operations team is focused on reducing bad experiences for people - including users, regulators, business, and advertisers through the enforcement of Meta’s policies. We collaborate with teams from across Meta to resolve highly sensitive and complex cases. Our team is seeking a proactive, analytical team player who thrives in ambiguity, remains committed to quality and efficiency in high-pressure situations, and communicates clearly and concisely.

You will be part of a data-driven team and will also help scale our operations by optimizing and automating processes, solving problems and, most importantly, helping to prevent them. This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other potential objectionable material. I.e., child exploitation, graphic violence, animal abuse, self-injury and other content which may be considered offensive or disturbing.Escalations Specialist - Community, Regulatory, & Legal Specialized Enforcement Ops Responsibilities

Interpret and enforce Meta’s terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (including content that may be graphic and objectionable)
Respond to escalated cases from users, regulators, and business/advertiser partners with high quality, accuracy, and speed
Remain up-to-date on key workflow changes, operational guidelines, policy updates and Community Standards
Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Workforce Strategy, Global Operations and others to problem-solve and develop solutions for a variety of issues and projects for users, regulators, and business/advertiser partners
Partner with cross-functional partners to drive continuous policy, product, and process improvements for users, regulators, and business/advertiser partners
Develop and design processes to drive efficiency and effectiveness and ensure essential key performance indicators are met
Work with cross-functional partners in Global Operations to manage the support and enablement experience offered via vendor programs, such as driving initiatives to improve vendor workflows, quality assurance and overall process efficiency
Recognize, analyze and disseminate abuse and business intelligence to relevant stakeholders, examples include emerging abuse trends, notifications of spikes in escalation metrics
Support with the review of additional content (including content that may be graphic and objectionable), in the unlikely event that the continuity of our business or elements of our business are at risk
Please note that some weekend work may be required on a shift basis

Minimum Qualifications

3+ years of experience in an online operation, analyst, escalations environment or similar
Experience prioritizing and balancing multiple functions, tasks, and requests
Experience working collaboratively with a variety of global cross-functional partners and sharing knowledge within a fast-moving organization
Willingness and experience working some weekends on a shift basis
Experience working independently and reliably under pressure timeframes in a fast-paced environment
Proactive self-starter with experience working in ambiguity
Analytical-thinking and problem-solving experience
Experience assessing intellectual property policy, graphic, sensitive and potentially offensive or controversial content
Capacity to work with graphic and objectionable content
Understanding the power of social media for business and our global community and the issues that are inherent to it

Preferred Qualifications

Experience facilitating user support communications with top quality service levels
Experience gathering and analyzing data to influence business decisions, improve internal systemic efficiencies, and/or understand risk trends in content
Experience in regulatory and/or business and advertiser intelligence programs (suggested, but will need to be assessed against actual experience)

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

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The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

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Regulatory Response Specialist - German Speaking (Customer Escalations)

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